Customer Service and Operations Coordinator

About The Lotter

The Lotter is a leading platform enabling customers to purchase official state lottery tickets online via web and mobile applications. Our mission is to provide a secure, enjoyable, and convenient lottery experience from home or on-the-go. We prioritize cultivating a world-class team in our fast-expanding technology company that fosters work-life balance, open feedback, and growth opportunities.

Role Overview

The Customer Service and Operations Coordinator will oversee global lottery retailers comprehensively, managing all operational and financial aspects related to the retailers. This role acts as the primary contact for retailer issues and is responsible for technical operations including equipment installation and software management, supported by IT services. Financial duties include ongoing monitoring of funds and commission accounting.

Key Duties

• Support day-to-day retailer operations to ensure smooth functionality.
• Manage the complete setup process for new retailers, including candidate sourcing and onboarding.
• Develop and implement operational work plans and methodologies.
• Maintain 24/7 availability, including weekends, to address retailer needs.
• Procure necessary equipment and consumables for retailer operations.
• Serve as first point of contact for customer service inquiries and assist in escalations.
• Oversee daily monitoring and management of retailers’ financial balances and commissions.
• Facilitate money transfers as required.
• Prepare templates for printers and scanners utilized by retailers.
• Support the Form Storm system operations and resolve hardware issues.

Qualifications and Skills

• Demonstrated ability to work independently in a fast-paced dynamic environment with strong problem-solving aptitude.
• Exceptional interpersonal and communication talents to collaborate effectively in a team setting.
• Strong coordination, operational execution skills, and managerial experience.
• Technical knowledge is advantageous.
• Flexibility and willingness to travel as required.

Additional Qualifications

• Experience with business-to-consumer (B2C) platforms.
• Familiarity with fraud prevention, Know Your Customer (KYC), and payment processing protocols.
• Understanding of customer journey mapping and service design principles.