Player Protection Analyst (f/m/d)

• Funstage GmbH
• Vienna
• Presence / Mobile
• Fulltime

You will work closely with relevant internal teams to support a robust Player Protection programme that monitors, engages with, and evaluates player behaviour. This includes regular collaboration with Customer Support, Anti-Money Laundering, Fraud Operations, and Group Compliance teams.

• Report account and/or system issues to the Player Protection Team Leader, Senior Analysts, and Analysts
• Respond to enquiries and any referred customer communications in a timely manner
• Assist with tasks for the German market, as well as other jurisdictions such as Spain and Italy, when required
• Support the Player Protection Team Leader and Senior Analyst with ad hoc tasks and reviews as needed
• Attend and complete internal and external training, workshops, and working groups, as required
• Stay up to date with Safer Gambling policies and remain fully conversant with information applicable to individual customers
• Identify players who require Safer Gambling interactions and ensure they receive effective support
• Support the Customer Support, Fraud Operations, and AML teams in resolving player queries and conducting account assessments
• Manage both inbound and outbound emails and chats
• Adhere to standard processes and guidelines set by the business, including relevant policies and procedures
• Accurately record all customer contact and notes in our CMS system and internal logs, and evaluate the effectiveness of interactions
• Build positive customer relationships through personalised interactions
• Meet Greentube and Customer Operations RMG standards, Player Protection KPIs, and other service level targets
• Maintain high levels of productivity and efficiency across all responsible gaming tasks, including those related to our Spanish and Italian operations
• Work on a shift basis
• Foster a positive and collaborative team spirit

• Fluent in written and spoken German and English
• Demonstrated understanding of responsible gambling practices and player protection principles
• Knowledge of, or willingness to learn, relevant responsible gambling legislation (particularly for Germany (DE), Spain (ES), and Italy (IT))
• Committed to protecting players at risk and promoting safe gaming environments
• Excellent analytical and problem-solving skills with the ability to assess player behavior and identify risk indicators
• Proficient in Microsoft Word, Excel, and other standard PC applications
• Experience in a regulated online gaming or betting environment is an advantage
• Capable of handling confidential and sensitive data in line with GDPR and internal standards
• Able to present information clearly and make well-reasoned recommendations
• Strong verbal and written communication skills with a high level of empathy and interpersonal awareness
• Experienced in sensitive customer interactions and maintaining professional, supportive dialogue
• Highly detail-oriented, with a focus on accuracy and quality
• Excellent planning, organisation, and time management skills
• A goal-oriented and self-motivated team player with a proactive attitude
• Comfortable adapting to change and innovation in a fast-paced environment
• Demonstrates strong business awareness and sound decision-making abilities

• Flexible working hours, hybrid work model, and a healthy work-life balance culture
• Training budget to support your personal and professional growth
• Daily fresh fruits, a wide selection of teas, fair trade coffee, and an in-house canteen at our Vienna HQ
• Subsidized public transportation, plus access to pool e-bikes and e-cars for both business and personal use
• On-site fitness room, MyClubs app points, along with fun sport- and company events
• A wide range of local employee discounts, offers, and healthcare benefits
• We are proud to offer a competitive salary of 44.420 EUR gross/year (paid in 14 salaries), thoughtfully designed to align with industry standards, taking into consideration the candidate's qualifications, skills, and relevant experience

About Funstage

Funstage is a true customer company, always focused on delivering innovative solutions, that meet the needs of our customers in the fields of content, marketing, communication, community.

www.funstage.com

Junior Talent Acquisition & Sourcing Specialist