Senior Customer Support - Finnish Speaking
ComeOn Group is looking for a Senior Customer Experience Specialist to join its team in a leadership-track role. The position focuses on raising the bar for the department by ensuring KPIs are met while maintaining a high-energy and people-focused culture.
The role requires an individual who can act as a role model for professional communication and efficiency. The successful candidate will thrive in a high-volume, fast-paced environment, maintaining high standards during peak activity periods.
- 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 targets are met.
- Become the point of contact for specific brand features or localized market requirements.
- Willingness to take on relevant ad hoc tasks as needed.
- Minimum of 2 years of experience in Online Customer Support in iGaming or related sectors (required)
- Emotional intelligence and a leadership mindset (required)
- Data-driven approach with an understanding of how individual performance impacts the wider business (required)
- Comfortable representing the CX department in cross-departmental meetings (required)
- Advanced knowledge of iGaming regulations (MGA, SGA, DGA, GGA, AGCO or KSA) (required)
- Fluent in English (required)
- Fluent in Finnish (required)
- Strong multitasking and problem-solving skills (required)
- Comfortable working shifts, including potential 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
- 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.