Job Title: VIP Chat Agent (iGaming)

Location: Onsite - Mrieħel, Malta (3 days per week in office) hybrid possible after probation

Working hours: Rotating shifts

Reporting to: VIP Team Leader

About the Role

We are seeking a VIP Chat Agent (iGaming) to join our growing team. In this role, you’ll deliver real-time, high-touch service to our most valuable players across live chat, VIP messaging platforms (like Telegram), and occasional calls.

Key Responsibilities

Deliver live chat service tailored to VIP players, providing fast, accurate, and high-touch assistance.

Build immediate rapport with players through empathetic, knowledgeable, and professional communication.

Act as an extension of the VIP Account Management team, aligned on promotions, player preferences, bonus methodology and tone of voice.

Liaise with internal teams to escalate and resolve player needs seamlessly, minimizing friction.

Maintain detailed, structured records of all player interactions to support data-led VIP service refinement.

Identify recurring pain points or opportunities and share feedback proactively with relevant teams.

Uphold strict confidentiality and brand standards in every conversation.

What You Bring

A minimum of 2 years’ experience in customer support, at least 1 within the iGaming sector.

Exposure to VIP handling or premium service environments is an advantage.

Exceptional English (C1/C2) communication skills — clear, concise, and customer-centric.

Strong interpersonal instincts: you know how to make someone feel valued, even through a screen or phone call.

Comfortable handling sensitive situations calmly and professionally.

Proactive mindset with the ability to problem-solve in real-time.

Based in Malta and available to work from our offices five days a week.

Why Join Us?

A competitive salary and full-time permanent contract.

Direct involvement in shaping our VIP service model as part of a growing, high-impact team.

A dynamic, team-oriented workplace that celebrates excellence and initiative.

Comprehensive benefits package for Malta-based employees, including:

Private health insurance, wellness allowance, and communication allowance.

Healthy lunch on Wednesdays, Social Fridays, and Summer & Christmas events.

Employee discounts in restaurants and businesses.

Extended second-parent leave policy.

Transport to the office.

VIP Chat Agent (iGaming)

Job Description