Complaints & Continuous Improvement Manager in London

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.

The role will be remote initially until the office opens, moving to a minimum of four days per week in the Gibraltar office. Candidates based in Spain should be comfortable commuting to Gibraltar four days per week.

We are hiring a Complaints & Continuous Improvement Manager to lead how Midnite responds to player complaints and fix the root causes behind them, driving real reductions in contact volume, player churn, and operational pain. This role will own the Tier 1 complaints process end-to-end while building the foundations of a dedicated continuous improvement capability across Player Support & Compliance. You will work cross-functionally across the business to improve player experiences, influence operational strategy, and deliver measurable business impact through smarter processes and scalable operational improvements.

You will:

• Own all player complaints end-to-end.
• Handle complex player escalations fairly, empathetically, and efficiently.
• Build response frameworks, SOPs, templates, and training materials for complaint handling.
• Define escalation and handover processes for regulatory complaints and compliance matters.
• Investigate recurring complaint themes, operational inefficiencies, and player friction points.
• Maintain and prioritise a root cause backlog across Player Support & Compliance.
• Collaborate with Product, Engineering, CRM, Trading, Legal, and Compliance teams to implement operational fixes.
• Build dashboards and reporting to track trends, operational performance, and improvement impact.
• Work closely with Data and Performance teams to improve automation and trend detection capabilities.
• Help establish and scale a future Continuous Improvement function.

The next Midniter:

• Has 3–5+ years experience in CX, Complaints, Compliance Operations, or Customer Support Leadership.
• Is an exceptional written communicator with strong case handling experience.
• Uses data confidently to identify trends, root causes, and operational priorities.
• Has experience influencing cross-functional stakeholders and driving operational change.
• Brings high ownership, urgency, and comfort operating in ambiguity.
• Deeply cares about player experience and customer outcomes.
• Can balance empathy with commercial and regulatory considerations.
• Has exposure to gambling regulations and LCCP standards (preferred).

Benefits: 33 days total, including public holidays + tenure holiday policy. While we complete the setup of our Gibraltar entity, the successful candidate would initially join us on a contractor basis. We currently expect this arrangement to remain in place until approximately October 2026. Once the entity is fully established, we intend to transition the role to a permanent employment contract, at which point the successful candidate will become eligible for employee benefits.

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.