Job Description

Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Casumo, where you are invited to be your authentic YOU-MO!

Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.
Nowadays, we're on the hunt for a customer-focused and data-driven Trainer & CX Specialist!

We’re looking for a Trainer & CX Specialist who is passionate about delivering exceptional customer experiences while developing high-performing teams. In this role, you will design and deliver engaging training programs, drive continuous improvement initiatives, and use customer insights to enhance both employee performance and overall CX.

You’ll work cross-functionally to identify training needs, improve processes, and ensure teams are equipped with the skills, knowledge, and tools to succeed.

Responsibilities:

Training & Development:

• Design, develop, and deliver training programs for new hires and existing employees.

• Cover a range of areas including product knowledge, customer service, soft skills, and specialized topics such as Risk, Fraud, and Payments.

• Facilitate onboarding, refresher sessions, and ongoing coaching.

• Use a variety of methods (e-learning, workshops, simulations, role-play) to create engaging learning experiences.

• Evaluate training effectiveness and continuously improve content based on feedback and performance data.

Customer Experience & Continuous Improvement:

• Analyze Voice of Customer (VoC) data and CX metrics (NPS, CSAT, CES, FCR, contact drivers) to identify improvement opportunities.

• Translate insights into actionable improvements (CTQs).

• Identify process inefficiencies and opportunities for automation or optimization.

• Support or lead improvement initiatives using methodologies such as Lean, Six Sigma, or Design Thinking.

• Monitor system and AI performance (e.g. bot resolution, deflection rates) and recommend enhancements.

Project & Stakeholder Management:

• Define project scope, objectives, and success metrics in collaboration with stakeholders.

• Track progress, measure outcomes, and communicate updates.

• Maintain clear documentation and ensure timely delivery of initiatives.

• Act as a bridge between CX strategy and employee development.

Requirements:

• 2+ years of experience in operations (e.g. Gaming, Contact Centre, BPO, or Financial Services)

• 2+ years of experience in training and facilitation (technical, soft skills, onboarding)

• Strong understanding of CX principles and methodologies (Lean, Six Sigma, Design Thinking – certification is a plus)

• Experience working with CX metrics (NPS, CSAT, CES, FCR) and translating data into actionable insights

• Knowledge of Risk, Fraud, and Payments processes is an advantage

• Excellent communication, facilitation, and stakeholder management skills

• Strong analytical and problem-solving abilities

• Experience with LMS platforms, MS Office, and QA/analytics tools

• Ability to manage multiple projects and priorities in a fast-paced environment

• Passion for learning, development, and continuous improvement

Think we're a good match? Apply now!

The Perks (Macedonia Office):

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:

• Private health insurance

• Wellness incentives, including a fitness allowance and mental well-being services

• 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely

• Office lunches - three times per week

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses, known as Casumo College, for continuous learning and growth

• Social events for building strong relationships with colleagues from all across the organisation

Our ABC values:

ASPIRE
At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.

BELIEVE
Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.

CARE
Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.