Senior Operations Specialist - Danish, Finnish, Swedish, or Norwegian Speaking

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.