Next Lotto

• Handle customer inquiries via email and community channels efficiently and in a structured manner • Draft clear, concise, and consistent responses with a focus on clarity and quality • Maintain oversight and work in a structured way during peak periods (e.g., high jackpots causing significantly increased ticket volumes) • Systematically collect, cluster, and document customer feedback so it can be used by product and development teams • Identify recurring topics and patterns and proactively surface them • Continuously improve existing content, responses, and knowledge structures • Use AI-assisted tools in daily support operations and help further optimize them • Contribute within the team to improve support processes using data and increase efficiency

• Handle customer inquiries via email and community channels efficiently and in a structured manner • Compose responses that are clear, precise and consistent — with a focus on clarity and quality • Maintain oversight and work in a structured way even during peak periods (e.g., high jackpots that lead to a significant increase in ticket volume) • Systematically capture and cluster customer feedback and document it so it can be used by product and engineering teams • Identify recurring topics and patterns and proactively surface them • Continuously improve existing content, responses and knowledge structures • Use AI-powered tools in day-to-day support and help optimize them further • Contribute within the team to improve support processes based on data and increase efficiency

• Das Support-Team im Daily Business aktiv unterstützen, z. B. als Urlaubsvertretung, in Peak-Phasen oder bei erhöhtem Anfragevolumen rund um hohe Jackpots. • Kundenfeedback aus Tickets und Community-Kanälen sammeln, clustern und so aufbereiten, dass Produkt und Marketing damit konkret arbeiten können. • AI sinnvoll in den Support-Alltag integrieren. • Sicherstellen, dass relevantes Wissen aus dem Support strukturiert dokumentiert und in die Organisation getragen wird. • Die Qualität der Antworten im Support mitgestalten und dabei auf Klarheit, Konsistenz und Kundenorientierung achten. • Tooling, Workflows und Dokumentationsstrukturen im Support operativ weiterentwickeln.

• Collaborate with UX researchers to design interviews and usability tests • Analyze and create user journeys • Develop information architecture, user flows, and interaction concepts • Design UI for websites and apps • Develop and maintain complex design systems and style guides • Work closely with product owners and developers to ensure the technical feasibility of designs • Iteratively optimize designs based on user feedback and data • Ensure consistency and accessibility in design • Systematize and optimize design processes and workflows

• Define the marketing mission, narrative, and messaging architecture • Own budget allocation principles, scenario planning, and guardrails • Own the “truth system” across MMM/incrementality/experiments • Ensure Programmatic/CTV and brandformance are planned and evaluated with marketing science • Enforce a unified roadmap for media + creatives • Recruit and develop senior specialists • Translate needs into precise requirements and priorities for Data Science / Analytics Engineering / AI systems • Create concise narratives and decks that explain marketing performance, ROI logic, and next-best investments