Job Description

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 Operations Specialist - 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 compliance with internal timelines and procedures. Verify player identification documents to confirm account authenticity, prevent fraud, and ensure regulatory compliance. Support Team Leaders with coaching reviews and provide constructive feedback to agents. Step in during high-pressure incidents (e.g., outages) to help coordinate team response and maintain service continuity. Contribute to training and coaching of new hires through workshops and structured onboarding (e.g., internal academy programs). Assist Team Leads in monitoring key performance metrics such as volumes, CSAT, and response times. Map and optimise the player journey to identify automation opportunities and improve efficiency. 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 3 years' experience in online customer support within iGaming or related industries. Strong emotional intelligence with demonstrated leadership potential. Data-driven mindset with understanding of how individual performance impacts wider business outcomes. Comfortable representing the CX function in cross-departmental meetings. Strong focus on efficiency with a "work smarter, not harder" mindset. Advanced knowledge of iGaming regulations (e.g., MGA, SGA, DGA, GGA, AGCO, or KSA). Experience with CRM systems and customer support tools. Fluent written and spoken English. Fluent written and spoken Swedish, Norwegian, Finnish, or Danish. Excellent multitasking and problem-solving abilities. Comfortable working shift patterns, including occasional night shifts. Interest in using AI tools to improve efficiency and workflow. Strong communication, collaboration, and leadership skills. BettingJobs

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