Customer Support Specialist
ComeOn Group is looking for friendly, people-focused individuals to join the team as a Customer Experience Specialist. This role acts as a bridge between frontline support and technical teams, focusing on resolving complex customer issues with precision to ensure high levels of satisfaction.
The position is based in St. Julian's, Malta, and operates on a hybrid model. Successful candidates will be expected to provide professional support, manage player documentation, and contribute to the continuous improvement of internal processes and knowledge bases.
- 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.
- Act as the first point for escalated queries that go beyond standard procedure, ensuring first-time resolution.
- Support newer agents with tricky questions and provide guidance.
- Become the point of contact for specific brand features or localized market requirements.
- Identify recurring player pain points and suggest updates to internal Knowledge Base or AI tools.
- Take on relevant ad hoc tasks as needed.
- Minimum of 12 months of experience in Online Customer Support (iGaming, Fintech etc.) (required)
- Detective mindset with a high attention to detail (required)
- Collaborative contributor who flourishes within teams and elevates those around them (required)
- Speak and write fluently in English (required)
- Speaking and writing fluently in Dutch, Swedish, Norwegian, Finnish, Danish, or Polish (nice-to-have)
- Enjoy multitasking and have strong problem-solving skills (required)
- Comfortable working shifts, including a possibility of night shifts (required)
- Interest in using AI tools to boost efficiency (required)
- Structured, pre-planned shift rotation to ensure work-life balance.
- Competitive salary and bonus scheme.
- Hybrid working model with flexibility between home and office.
- One-time bonus to help set up a home workspace.
- Ability to work remotely for up to 40 days per year from anywhere in the world.
- Private health insurance and a flexible wellbeing allowance.
- Complimentary breakfast and lunch on select days.
- In-office events, quarterly team events, and social gatherings.
- Access to the ComeOn Academy for training and personal development.
ComeOn Group is a global iGaming operator founded in 2008, which launched its first online brand in 2010. It runs more than 20 casino and sports betting brands on its proprietary platform, offering a secure, entertainment-led player experience across multiple markets. The company employs over 500 people across seven main locations and operates as an international iGaming employer. ComeOn Group is headquartered in St Julian's, Malta.