Senior Customer Operations Executive
Smarkets
full-time
Posted on:
Location Type: Hybrid
Location: Malta • 🇲🇹 Malta
Visit company websiteJob Level
Senior
About the role
- Provide outstanding customer support via email, live chat, and social media
- Manage high-complexity cases including KYC, payments, settlements, technical troubleshooting, and safer gambling concerns
- Ownership of escalated issues, ensuring timely and accurate resolutions
- Supervise and mentor junior team members, providing guidance and quality assessment
- Support the Customer Operations manager in maintaining SLAs and ensuring shift efficiency
- Assist with onboarding and training new joiners
- Identify customer pain points and operational pain points, proactively suggesting improvements
- Ensure all customer interactions adhere to internal policies and external regulations
Requirements
- Excellent written and verbal communication skills, English level C2 essential
- Minimum 12+ months in Customer Operations/Support, ideally within the iGaming or Fintech industries
- Proven experience handling escalations and complex queries
- Outstanding attention to detail, problem solving and time management skills
- Ability to handle high-pressure situations and manage multiple queries simultaneously
- Knowledge of sports betting and exchange platforms, keen interest in sports
- Familiarity with UKGC, MGA and SGA regulatory requirements (nice to have)
- Additional languages, especially Swedish (nice to have)
Benefits
- Competitive salary package
- Dynamic and collaborative work environment
- Health, Wealth, Lifestyle and Development benefits
- Shared meals provided by our chefs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KYCpaymentssettlementstechnical troubleshootingcustomer supportescalation handlingproblem solvingtime managementsports bettingexchange platforms
Soft skills
communication skillsattention to detailability to handle high-pressure situationsmentoringguidancequality assessmentsuggesting improvementscustomer interaction adherence