Multiple

Senior Customer Support Agent

Multiple

full-time

Posted on:

Location Type: Hybrid

Location: Ta Xbiex • 🇲🇹 Malta

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Job Level

Senior

About the role

  • Independently manage advanced and complex customer queries via live chat and email.
  • Serve as a first point of contact for complex cases before escalation.
  • Conduct initial investigations and escalate issues when required.
  • Maintain consistently high performance and communication standards.
  • Support the onboarding and training of new agents through shadowing and knowledge sharing.
  • Assist with queue management and email backlog control, including ticket processing.
  • Provide live chat support as part of daily responsibilities.
  • Report operational updates such as absences or delays to the Team Lead.

Requirements

  • Strong experience in Customer Support, ideally in a senior or specialised capacity.
  • Proven background in the iGaming industry is required for external candidates.
  • Excellent understanding of customer support processes and multi-brand operations.
  • Strong problem-solving skills with the ability to manage complex cases independently.
  • Exceptional communication skills, both written and spoken.
  • Knowledge of German or Spanish is considered a strong advantage.
  • Familiarity with gaming licences is beneficial.
  • Nice to Have Experience supporting or mentoring other agents.
  • Understanding of compliance, fraud, or escalation workflows.
  • Experience working with customer support platforms such as Zendesk.
  • Background in a multilingual or multi-brand environment.
Benefits
  • Attractive remuneration package
  • Health Insurance
  • Wellness benefit (after probation)
  • Optician/Spectacle and Blue Lens Benefit (after probation)
  • Breakfast/lunch all week
  • Monthly snacks allowance
  • Training support
  • Modern office facilities
  • Dog friendly workplace
  • Exciting Company Events
  • Monthly beer Fridays
  • Eur1,000 refer a friend bonus
  • Relocation Package, if required

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportproblem-solvingmultilingual supportescalation workflowsticket processingonboardingtraining
Soft skills
communicationindependencementoringperformance management