Product Support Specialist, Johannesburg

Overview 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

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