Open to opportunities

Kire Mclaughlin

@kiremclaughlin

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Regulatory complaints and customer operations specialist delivering compliant, fair outcomes across iGaming markets.

Spain

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What I'm looking for

I’m looking to lead regulated-market complaint handling and customer operations, partnering with Compliance, Risk, Payments, and Responsible Gaming to prevent repeat issues, meet strict SLAs, and improve customer experience.

I’m a Customer Operations & Regulatory Complaints Specialist with 12+ years of international experience in customer service, leadership, administration, and operations within regulated industries. I currently work in iGaming with Soft2Bet, handling complex customer complaints across multiple licensed markets while ensuring full compliance with regulatory requirements and internal policies.

I investigate and resolve complex complaints across jurisdictions including Malta Gaming Authority (MGA), Danish Gambling Authority (Spillemyndigheden), Swedish Gambling Authority (Spelinspektionen), Romanian ONJN, Hellenic Gaming Commission (HGC), and Alcohol and Gaming Commission of Ontario (AGCO). I prepare complaint responses aligned to regulatory frameworks, manage escalated cases to strict SLA and regulatory deadlines, and complete root cause analysis to prevent recurring issues.

I also collaborate closely with Compliance, Risk, Payments, Responsible Gaming, and Customer Support to improve processes and drive fair outcomes. Using Zendesk, Jira, Slack, and CRM Systems, I maintain accurate documentation and workflow management, balancing customer experience excellence with responsible gaming, consumer protection, and risk awareness.

Experience

Work history, roles, and key accomplishments

Current

Complaints Officer - Regulated Markets

Current

Soft2Bet

Jul 2025 - Present (1 year)

Investigate and resolve complex customer complaints across multiple regulated jurisdictions while ensuring fair outcomes and compliance with regulatory frameworks. Manage escalated cases within strict SLA/deadlines and perform root-cause analysis to prevent recurring complaints.

Regulatory Complaints Escalation Management Customer Operations Regulatory Compliance Root Cause Analysis Cross Functional Collaboration Process Improvement Responsible Gaming Consumer Protection Payments Zendesk Jira Slack

Customer Support Specialist

Soft2Bet

Feb 2025 - Jul 2025 (5 months)

Provided customer support via live chat and email for multiple brands in regulated markets, assisting with account verification, payments, withdrawals, bonuses, and responsible gaming enquiries. Met KPI and SLA targets while following compliance procedures and responsible gaming standards.

Customer Support Live Chat Email Support Verification Payments Withdrawals Bonusing Responsible Gaming & Compliance SLA Management KPI Management

Customer Service Representative

Conectys

Jul 2022 - Oct 2024 (2 years 3 months)

Handled customer inquiries via phone, email, and chat, resolving issues efficiently while maintaining customer satisfaction and performance metrics. Built product knowledge and compliance awareness within the industry.

Customer Service Phone Support Email Support Chat Support Issue Resolution Customer Satisfaction Performance Metrics Product Knowledge & Compliance

Team Leader - Customer Service Logistics

Conaxess Trade A/S

Aug 2021 - Jun 2022 (10 months)

Led and coached customer service and logistics agents, monitoring performance to provide feedback and ensure KPI achievement. Improved workflows and inter-department communication to increase efficiency and maintain strong customer experience.

Team Leadership Coaching Performance Monitoring Feedback KPIs Operational Management Customer Experience

Head of Administration

Kroneoplevelser

Oct 2019 - Dec 2020 (1 year 2 months)

Managed administrative processes and internal systems, including budgeting, financial oversight, and vendor relations. Ensured smooth daily operations and optimized administrative workflows.

& Administration Internal Systems Budgeting Budget Oversight Vendor Relations Operational Efficiency Workflow Optimization Reporting

Head of Administration

Falkenophold

May 2016 - Mar 2018 (1 year 10 months)

Responsible for administration, staff supervision, and operational efficiency, managing budgets and reporting while driving process improvements. Ensured high-quality service delivery and customer satisfaction.

& Administration Staff Supervision Operational Efficiency Budgeting Reporting Process Improvement Service Delivery Customer Satisfaction