Customer Operations Manager

🕒 June 3

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Next Lotto

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🎲 Gambling

👥 B2C

Gambling • B2C

Next Lotto is a German company that develops state-licensed, consumer-facing digital lottery services and mobile apps. Since 2010 it has operated popular products like Clever Lotto and Lotto Scanner, enabling users to buy online lottery tickets, track jackpots and results, scan paper tickets, and form and manage Tipp Teams (syndicates). The company emphasizes user-centered, secure and transparent features (limits for responsible play, notifications, analytics) and provides an underlying integration platform (Lottokit) used by other operators. Next Lotto is also active in crowdfunding and positions itself as a technology-driven digitalization partner for the state lottery market in Germany.

📋 Description

• Actively support the support team in day-to-day operations, e.g., as holiday cover, during peak periods, or when request volumes increase around large jackpots. • Collect customer feedback from tickets and community channels, cluster it, and prepare it so product and marketing teams can act on it. • Integrate AI meaningfully into daily support operations. • Ensure that relevant support knowledge is documented in a structured way and shared across the organization. • Shape the quality of support responses, focusing on clarity, consistency and customer orientation. • Operationally develop support tooling, workflows and documentation structures.

🎯 Requirements

• Experience building or optimizing support processes (digital) • Experience working with data and reports (e.g., ticket analysis, pattern recognition) • Excellent written communication skills (English + German) • Several years of hands-on experience in customer support, customer operations, or a comparable operational interface role • Proven ability to structure, simplify and effectively improve support processes in day-to-day operations • Practical experience with AI-powered support solutions, automations, or the effective use of AI in operational workflows.

🏖️ Benefits

• Competitive salary and trust-based working hours. • 30 days of annual leave per year • 2 additional company holidays (Dec 24, Dec 31) • Generous professional development budget • Unique team events