RG Operations Officer

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you’ll be part of a place where ideas light up, and growth isn’t just a promise—it’s a journey.

Main responsibilities:

• Own the RG framework from an operations perspective for the assigned market, ensuring all processes align with regulatory and internal standards.

• Serve as the primary point of contact for all RG-related matters within the market, supporting both internal and cross-functional teams.

• Support customer-facing teams (VIP, Customer Support, RG/AML, etc.) by providing guidance, answering RG-related queries, and offering clarity on complex or sensitive cases.

• Act as the second line of defense for escalations, reviewing high-risk or complex cases and ensuring appropriate actions are taken in line with RG policies.

• Collaborate with Operations Training team to review, refine, and approve RG-related training materials, ensuring content accuracy, clarity, and compliance.

• Collaborate with Operations QAs to validate that RG elements are assessed effectively and consistently across all quality evaluations.

• Perform ad-hoc reviews and spot checks on case handling to ensure operational teams apply RG processes correctly and consistently.

• Identify gaps, trends, or risks within operational RG workflows and propose improvements or corrective actions.

• Contribute to continuous improvement initiatives, helping enhance tools, processes, and guidelines related to responsible gaming.

• Collaborate with the Compliance Team to stay up to date on market-specific RG regulations and best practices, ensuring operational compliance and adapting processes where needed.

Requirements:

• Knowledge of English (B2+) and Romanian (native);

• Investigative skills;

• Analytical skills;

• Attention to details;

• Availability to work on-site.

What we offer:

• Official employment & Full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups);

• Competitive salary and attractive bonus scheme;

• Working in a dynamic International company;

• Birthday celebration present;

• Ability for career and professional growth within the company;

• Sports card (Multi-sport) - partly covered & team-building events and activities;

• Wedding and newborn gifts;

• Time for proper rest and up to 25 working days of Annual Vacation, maternity leave support;

• Breakfast, food vouchers, fruits, and snacks available in the office.

Ready to shine? Let’s make it real.

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