Business Analyst – Customer Operations

This is a fully remote position, open to applicants in Florida.

📋 Description

• Collaborate with stakeholders from Customer Service, Payments, Compliance, Risk, Responsible Gaming, Fraud, and Player Experience to gather, analyze, and document business requirements.

• Oversee the intake and prioritization of incoming requests, evaluating effort and business impact, and facilitating prioritization discussions.

• Draft functional specifications, user stories, acceptance criteria, process flows, and business documentation.

• Assist with payments and financial operations projects, including process automation, provider integrations, and tooling enhancements.

• Contribute to compliance and regulatory initiatives, including KYC, AML, responsible gaming, and multi-jurisdictional requirements.

• Aid in new market and product launches by defining operational readiness requirements and coordinating delivery efforts.

• Maintain project documentation, meeting notes, business readiness plans, and decision logs.

• Manage project tickets, coordinate with development teams, and communicate status updates and risks.

• Facilitate User Acceptance Testing (UAT), define test cases, coordinate testing activities, and validate requirements prior to release.

• Identify opportunities for automation and optimization of operational workflows.

• Collaborate with analytics teams to establish reporting requirements and operational metrics.

• Assist in vendor evaluations and third-party integrations.

• Work alongside Training & Development and Operations leadership to support adoption and change management.

⛳️ Requirements

• 3–5+ years of experience in a Business Analyst or Business Systems Analyst role.

• Strong expertise in discovery, requirements documentation, user stories, acceptance criteria, UAT coordination, and release support.

• Experience with CRM or case management platforms.

• Comfortable working in Agile/Scrum environments.

• A self-motivated individual capable of independently advancing workstreams, navigating ambiguity, identifying blockers and risks, and proactively offering recommendations and solutions to stakeholders.

• Ability to manage multiple concurrent workstreams effectively.

• Excellent written and verbal communication skills.

• An analytical mindset with a keen interest in data and reporting.

• Experience in online gaming, fintech, payments, or another regulated industry is a significant advantage.

• Collaborative, low-ego, and proactive approach.

🏝️ Benefits

• Competitive pay and benefits.

• Excellent training and development opportunities.

• Flexible vacation allowance.

• Potential for hybrid working options.

• Start-up culture supported by a secure, global brand.