Customer Support

• Deliver an exceptional level of customer support via live chat and email during night shifts
• Act as a liaison between customers and internal departments by escalating issues promptly and effectively
• Monitor and address customer feedback to support continuous product and service improvements
• Maintain high customer satisfaction by resolving issues in line with company guidelines and procedures
• Collaborate with Fraud and Compliance teams when required
• Ensure accurate documentation and smooth handovers for day-shift teams
• Foster a positive, proactive, and professional relationship with customers and colleagues
• Promote the values, vision, and products of The Multiple

Customer Support Agent – Night

• Junior Customer Service Agent will be the first point of contact for our players through live chat, email, and phone calls delivering the best possible experience
• Enable our players with quality solutions in a timely, personal, and professional manner that exceeds the customers’ expectations
• Identify and support players in any difficulties they might encounter
• Provide explanations to customers about products/site/policies/ promotions, etc
• Update customer account/details with necessary information when needed
• Understand, guide, and support players in Safer Gambling
• Collaborate with our Fraud and payments team in customer queries
• Understand AML and report any suspicious activity.

Junior Customer Service Agent, Danish Speaking

• Provide professional, empathetic, and efficient solutions to players via live chat, email, and outbound/inbound calls.
• Review and process player withdrawal requests, ensuring accuracy and adherence to established processing timelines.
• Meticulously review player identification documents to verify accounts, detect potential fraud, and ensure compliance with regulatory standards.
• Conduct regular coaching reviews and provide constructive feedback to agents.
• Step in during high-pressure situations or site outages to coordinate the team’s response.
• Play a key role in the training of new hires and facilitating workshops.
• Assist Team Leads in tracking daily volumes, CSAT scores, and response times to ensure we meet our targets.
• Become the point of contact for specific brand features or localized market requirements.
• Willingness to take on relevant ad hoc tasks as needed

Senior Customer Experience – Danish, Finnish, Swedish, Norwegian Speaking

• Oversee real-time queue management, monitoring service levels (SLA), customer satisfaction (CSAT), and response times during evening hours.
• Manage the transition from the daytime team, ensuring customer experience channels continue uninterrupted, and prepare shift reports for the morning management team.
• Dynamically adjust agent positioning across live chat, email, and phone channels based on real-time spikes in volume.
• Hire staff with the aim of establishing a proactive team functioning with high standards
• Build & Inspire High-Performing Teams; Hire, coach, and empower staff to deliver exceptional customer experiences.
• Drive Performance & Growth; Set clear goals, monitor KPIs, and implement development plans for continuous improvement.
• Optimize CX Operations; Collaborate across teams to ensure seamless coverage and efficient workflows.
• Champion Compliance & Best Practices; Ensure AML, Fraud, Responsible Gaming, and company standards are always met.
• Create an Engaging Team Culture; Organize motivational initiatives, team events, and foster a proactive, on-brand work environment.
• Independently handle system outages or critical emergencies using established protocols, coordinating with on-call engineering teams if necessary.

Customer Experience Team Leader

• Customer Care Associates are responsible for providing support and assistance to customers in a dynamic team environment.
• Focus on fostering good relationships with clients and ensuring a positive customer experience.
• Work towards obtaining relevant certifications through training sponsorships provided by the company.

Customer Support jobs in Malta

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Customer Support Agent – Night

Junior Customer Service Agent, Danish Speaking

Senior Customer Experience – Danish, Finnish, Swedish, Norwegian Speaking

Customer Experience Team Leader

Customer Care Associate