Operations Lead (Gaming / Marketplaces)

Tapin.gg is a gaming-focused platform building team experiences that players love. As Operations Lead, you'll own day-to-day operations across all Tapin platforms, managing customer service, teammate availability, and quality standards while hitting strict KPIs and scaling operations across multiple games.

• Own day-to-day operations across all Tapin platforms including CS coverage, teammate availability, cancellation monitoring, and escalation handling
• Hit and maintain strict KPIs: under 45-second first response during online hours, below 1% cancellation rate, 97%+ order completion rate
• Respond to all teammate applications within 48 hours and manage the full onboarding pipeline from application to first session
• Run regular teammate training sessions based on internal session quality guides and top performer data
• Coordinate game-specific ops leads and build cross-game SOPs that scale
• Own customer escalation resolution with under 4-hour turnaround
• Track teammate utilization and performance distribution, flag underperformers, and build improvement plans

• 5+ years in operations, preferably in gaming, marketplaces, or gig platforms
• Data-driven decision-making approach
• Ownership mindset and problem-solving ability
• Strong written English at C1 Advanced level
• Calm under pressure with flexibility across time zones
• Experience managing remote teams and coordinating across departments

Remote position with flexible time zone requirements. Gaming-focused team with real impact on player experience. Growth opportunities as the platform scales into new games and markets.