Career Paths & Skills
Structured, role-mapped learning paths built for real operators — not generic course collectors. Supplement paths with focused skill modules.
Career Paths
Customer Support Operator
Operational Readiness Training — From Onboarding to Independence
This is not a theory course. This path is designed to take someone with basic exposure to support and turn them into an operator who can run tickets end-to-end without supervision.
Qualified roles:
Payments & Risk Operations Specialist
Phase 2: Advanced Payment Operations & Risk Management
Master payment flows, deposits & withdrawals, PSP logic, verification friction, and risk-safe communication. This path prepares you for payment-critical support roles.
Qualified roles:
iGaming Support & Compliance Specialist
Phase 2: License-Aware Operations for Gaming Environments
Understand the iGaming ecosystem, player lifecycle, license requirements (MGA, UKGC, SGA, ONJN), responsible gaming obligations, and compliance-aware support operations.
Qualified roles:
VIP Support & Retention Operations
Phase 2: High-Value Customer Management
Master VIP psychology, high-stakes communication, proactive updates, retention under pressure, and fast-lane operational workflows.
Qualified roles:
Skill Modules
Focused operator competencies that complement career paths. Build specific skills across 5 operational categories.
Compliance
GDPR Awareness for Support Operators
What agents must know, what they must never do, what must be escalated.
AML & KYC Awareness for iGaming & Payments
Anti-Money Laundering and Know Your Customer basics for frontline operators.
MGA License Awareness
What MGA-licensed operators need operators to know.
UKGC License Awareness
What UK Gambling Commission-licensed operators need operators to know.
GDPR for Support Teams
Understand GDPR requirements and how they affect your support tickets.
KYC Document Handling
Process identity verification correctly and know what documents actually prove.
AML / KYT Awareness (Ops-Level)
Recognize money laundering and know when to flag accounts.
Responsible Gambling (Support-Side)
Identify problem gambling behaviors and activate help resources.
Communication
Support Writing Fundamentals
Write tickets and responses that reduce follow-up questions and escalations.
Authority Without Arrogance
Own your decisions without sounding dismissive or robotic.
De-escalation & Complaint Handling
Calm frustrated customers and prevent escalations before they happen.
Expectation Setting
Say what will happen, when, and what the customer must do — and stick to it.
VIP Tone & Ownership Language
Switch tone for high-value customers without sounding fake or inconsistent.
Payments
Deposit & Withdrawal Flows
Understand how money moves through your system and why withdrawals fail.
PSP Failures & Recovery
When payment processors fail, know what to do and how to get customers paid.
Chargebacks (Ops View)
Understand chargebacks, fraud signals, and why you might lose a case.
Payment Risk Signals
Spot fraud and high-risk behavior before it costs money.
Crypto Basics (Operational View)
Handle crypto deposits and withdrawals without misunderstanding the technology.
iGaming Operations
Player Lifecycle & Value Tiers
Understand player journeys and how to treat different customer segments.
Bonus Mechanics & Abuse Signals
Understand bonuses and know when players are exploiting them.
VIP Retention Operations
Support high-value players and know what they expect.
License Differences (Operational View)
Understand how licenses affect what you can offer players.
Leadership & QA
QA Scorecards & Reviews
Understand how quality is measured and deliver to the standard.
Coaching Conversations
For new team leads: how to improve agent performance without damaging morale.
Performance Management
For managers: document, improve, and make tough calls when needed.
SOP Creation & Enforcement
Write SOPs that actually get used and hold teams to them.
Ready to get started?
Choose a career path or skill module to begin your operator-grade training today.
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