Senior Customer Experience - 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 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.