Head of Complaints & Experience Recovery

🚀 Why Midnite?

Midnite is a next-generation sports betting and gaming platform built for a new wave of players.

We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today.

Over 400,000 players have already made the move, and we’re only just getting started.

We’re a high-performance team operating at pace. High ownership. Constant iteration. No hiding behind processes. We move quickly, test relentlessly, and turn ambitious ideas into real impact. If you’re driven, creative, and thrive in fast-moving environments where you can shape meaningful outcomes - keep reading.

Not your grandad’s bookie.

👀 The Role

Title: Head of Complaints & Experience Recovery.

Team: Player Support & Compliance.

Location: Gibraltar - onsite full time.

At Midnite, complaints aren't simply cases to close, they're opportunities to rebuild player trust and improve the business. As our Head of Complaints & Experience Recovery, you'll initially be a hands-on operator, owning complex cases while laying the foundations for a smarter, more scalable complaints function. You'll use insight from every player interaction to shape products, improve processes and build an experience recovery model powered by technology, automation and accountability. As the function grows, you'll transition from leading individual cases to leading the team and operating model you've created, helping Midnite become the company players trust the most.

You will:

• Personally investigate and resolve complex, sensitive and high-risk player complaints, ensuring fair, empathetic and well-reasoned outcomes.

• Design and build Midnite's end-to-end complaints and experience recovery operating model, covering frontline resolution through to ADR and regulatory escalations.

• Create clear ownership and governance so every complaint has a single accountable owner from start to finish.

• Use complaint data and root cause analysis to identify opportunities for improvement across products, processes, controls and customer journeys.

• Lead the roadmap for AI, automation and workflow technology to reduce manual effort while improving quality, consistency and player outcomes.

• Partner with Product, Engineering, Data, Compliance, Safer Gambling and other teams to turn complaint insights into measurable business improvements.

• Establish robust policies, service levels, quality assurance processes and reporting to ensure regulatory compliance and operational excellence.

• Build dashboards and performance metrics that provide visibility of player trust, complaint trends, operational performance and systemic risk.

• Recruit, coach and develop a high-performing complaints team, progressively transitioning from hands-on case management into strategic leadership.

The next Midniter:

• Has significant experience leading complex complaints, customer outcomes or regulated customer operations, with a strong hands-on approach.

• Has successfully built, redesigned or transformed a complaints function or operating model within a regulated environment.

• Is confident using AI, automation and workflow technology to improve operational efficiency without compromising fairness or customer outcomes.

• Can turn complaint insights into meaningful improvements across products, processes and business operations.

• Influences senior stakeholders and drives change across multiple teams, even without direct management responsibility.

• Communicates exceptionally well, producing clear, empathetic and defensible written decisions in complex situations.

• Demonstrates strong commercial, analytical and regulatory judgement, with experience in gambling and a solid understanding of LCCP and ADR requirements.

• Thrives in high-ownership environments, enjoys building from scratch and is motivated by improving player trust rather than simply closing cases

💰 Winnings

• Join us at an exciting stage as we establish our Gibraltar office. We're investing in a great local employee experience and will continue to expand our benefits package as we grow.

• Additional annual leave based on tenure. Receive an extra two days after three years with Midnite, plus a further three days after five years.

• Quarterly team socials to connect, celebrate and have fun together.

At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.