Johannesburg: Product Support Specialist

The Product Specialist supports the development, optimisation, and performance of iGaming products across casino and/or sportsbook. The role acts as a bridge between Product, Operations, CRM, Marketing, Risk, and Customer Support, ensuring products are correctly configured, compliant, competitive, and optimised for player engagement and revenue. Key Responsibilities Product Operations & Configuration Support the setup, configuration, and ongoing management of casino and sportsbook products Manage game launches, promotions, tournaments, jackpots, and feature rollouts Ensure correct product configuration across markets, currencies, and jurisdictions Performance Monitoring & Optimisation Monitor product KPIs including GGR, ARPU, retention, and engagement Analyse player behaviour and product performance trends Identify opportunities to optimise game placement, lobby layout, and features Cross-Functional Collaboration Work closely with CRM and Marketing teams on campaigns and player journeys Support Customer Support and Payments teams with product-related issues Collaborate with Risk and Compliance to ensure regulatory adherence Stakeholder & Supplier Management Liaise with game providers, platform vendors, and internal stakeholders Manage provider documentation, asset packs, and feature updates Support commercial discussions and provider performance reviews Testing & Quality Assurance Test new features, games, and configurations prior to launch Ensure issues are logged, tracked, and resolved Support UAT and regression testing processes Documentation & Reporting Maintain product documentation, guides, and configuration records Produce regular reports on product performance and issues Assist with product roadmap execution and enhancements Key Performance Indicators (KPIs) Product uptime and issue resolution times Game and feature launch success Engagement and retention metrics Accuracy of configurations and launches Stakeholder satisfaction Qualifications & Experience 2–4 years’ experience in iGaming product, operations, or platform roles Strong understanding of casino and/or sportsbook products Experience working in regulated environments Familiarity with iGaming platforms and game providers Relevant diploma or degree (advantageous) Skills & Competencies Strong analytical and problem-solving skills Excellent attention to detail Good communication and stakeholder management abilities Ability to manage multiple priorities in a fast-paced environment Technically confident with systems and data Preferred / Advantageous Knowledge of responsible gambling, AML, and compliance requirements Experience with CRM tools and player segmentation Exposure to A/B testing and product optimisation Personal Attributes Detail-oriented and structured Curious and data-driven Proactive and solutions-focused Strong sense of accountability ?