BettingJobs is working with a long-standing, and successful iGaming operator is looking to expand is customer experience team in Malta. They are looking for a Senior Customer Experience - Danish, Finnish, Swedish, or Norwegian Speaking to join their team.

Responsibilities

Deliver professional, empathetic, and efficient customer support via live chat, email, and inbound/outbound calls.
Review and process player withdrawal requests accurately, ensuring adherence to internal timelines and procedures.
Verify player identification documents to ensure account security, detect fraud, and maintain regulatory compliance.
Provide coaching, feedback, and performance support to customer support agents through regular reviews.
Step in during high-pressure incidents (e.g., outages) to help coordinate team response and maintain service continuity.
Support onboarding and training of new hires, including facilitating workshops and knowledge sharing.
Assist Team Leads in monitoring key performance metrics such as volumes, CSAT, and response times.
Act as a point of contact for specific brand features or localized market requirements.
Take ownership of ad hoc tasks as required to support operational needs.

Requirements

Minimum 2 years' experience in online customer support within iGaming or related industries.
Strong emotional intelligence with a natural leadership mindset.
Data-driven approach with an understanding of how individual performance impacts wider business outcomes.
Comfortable representing the CX function in cross-departmental meetings.
Advanced understanding of iGaming regulations.
Fluent written and spoken English.
Fluent written and spoken Swedish, Norwegian, Finnish, or Danish.
Strong multitasking and problem-solving skills.
Comfortable working shift patterns, including occasional night shifts.
Interest in using AI tools to improve efficiency and performance.
Strong communication and collaboration skills within team environments.

Senior Customer Experience - Danish, Finnish, Swedish, or Norwegian Speaking

Job Description