Role Overview
Spartans is building a next-generation iGaming platform focused on delivering a fast, seamless, and high-quality player experience. Our goal is to combine strong product, smart automation, and great service to create something that stands out in the market.
As we scale, we're looking for a CX Technology Lead to build and optimise the systems behind our Player Experience.
This role is not about managing agents. It's about building the technology, automation, and data that make support faster, smarter, and more scalable.
What you'll be doing:
- Own and optimise Intercom (inbox setup, routing, automation, FIN, Help Centre)
- Build automation to reduce manual work (payments, KYC, common issues, etc.)
- Set up and improve AI-driven support
- Create dashboards and reporting across support and VIP performance
- Analyse contact drivers and identify where players are struggling
- Work with Product, Payments, Risk and CX teams to fix issues and improve journeys
- Continuously improve how everything works - faster, simpler, more efficient
What we're looking for:
- Strong hands-on experience with Intercom
- Experience building automations (Zapier, n8n, APIs or similar)
- Comfortable working with data, dashboards, and performance metrics
- Experience improving support or customer experience operations
- Someone who can think both technically and commercially
- Comfortable building things from scratch and improving them over time
Nice to have:
- Experience with AI tools or building AI workflows
- Experience in iGaming, fintech, or similar high-volume environments
- SQL or data experience
- Experience connecting different systems and tools
What success looks like:
- Faster response and resolution times
- More automation and less manual work
- Lower contact volume through better self-service
- Clear reporting and insights
- A support operation that scales properly as we grow
