Senior Customer Experience Specialist

The Senior Customer Experience Specialist at ComeOn is a leadership-track role focused on enhancing customer experience and team performance. Responsibilities include providing professional support via multiple channels, processing withdrawals, verifying documents, coaching agents, coordinating team responses during high-pressure situations, and assisting with training. The role requires a data-driven individual with strong problem-solving skills and advanced knowledge of iGaming regulations, thriving in a fast-paced, hybrid environment in St. Julian’s, Malta.

Must Have

• Minimum 2 years of experience in Online Customer Support in iGaming or related sectors.
• Emotional intelligence and a leadership mindset.
• Data-driven approach to performance and business impact.
• Comfortable representing CX department in cross-departmental meetings.
• Advanced knowledge of iGaming regulations (MGA, SGA, DGA, GGA, AGCO or KSA).
• Fluent in English (speaking and writing).
• Ability to multitask and strong problem-solving skills.
• Comfortable working shifts, including potential night shifts.
• Provide professional, empathetic, and efficient solutions to players.
• Review and process player withdrawal requests accurately.
• Meticulously review player identification documents for verification and fraud detection.
• Conduct regular coaching reviews and provide constructive feedback.
• Coordinate team response during high-pressure situations or site outages.
• Play a key role in training new hires and facilitating workshops.
• Assist Team Leads in tracking daily volumes, CSAT scores, and response times.
• Act as point of contact for specific brand features or localized market requirements.

Good to Have

• Fluent in Dutch, Swedish, Norwegian, Finnish, Danish, German, or Polish (speaking and writing).
• Interest in using AI tools to boost efficiency.

Perks & Benefits

• Structured, pre-planned shift rotation for work-life balance.
• Competitive salary + bonus scheme.
• Hybrid working model with flexibility.
• One-time bonus for home workspace setup.
• Work remotely for up to 40 days per year from anywhere globally.
• Private health insurance.
• Flexible wellbeing allowance.
• Complimentary breakfast and lunch on select days.
• Great in-office events.
• Fun quarterly team events and social gatherings.
• Access to ComeOn Academy for ongoing training and personal development.

Description

At ComeOn, we take the Customer Experience beyond just customer service! We’re looking for friendly, people-focused individuals to join our team. If you’re a great communicator who enjoys solving problems and making someone’s day better, we’d love to hear from you.

The Senior Customer Experience Specialist is a leadership-track role focused on raising the bar for the entire team. You ensure the department hits its KPIs while maintaining the high-energy, people-focused culture ComeOn is known for. You are a role model for professional communication and efficiency. You will thrive in a high-volume, fast-paced environment, where your ability to remain productive and maintain high standards during peak activity periods is key to our success.

Location: St. Julian’s, Malta (Hybrid)

You’re a great match for this role if you:

• Have a minimum of 2 years of experience in Online Customer Support in iGaming or related sectors
• Stand out with emotional intelligence and a leadership mindset
• Are data-driven and understand how individual performance impacts the wider business.
• Are comfortable representing the CX department in cross-departmental meetings.
• Have advanced knowledge of iGaming regulations (MGA, SGA, DGA, GGA, AGCO or KSA)
• Speak and write fluently in English
• Speaking and writing fluently in Dutch, Swedish, Norwegian, Finnish, Danish, German, or Polish is seen as a plus!
• Enjoy multitasking and have strong problem-solving skills
• Are comfortable working shifts (with a possibility of night shifts)
• Have an interest in using AI tools to boost efficiency

What You’ll Be Doing

• 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

Learn and Grow with Us

Through the ComeOn Academy, you’ll get access to ongoing training, personal development opportunities, and support to help you grow your career within the company.

What’s In It for You?

• We value a well-rested team. This role has a structured, pre-planned shift rotation, ensuring work-life balance and easy personal planning.
• Competitive salary + bonus scheme
• Hybrid working model with flexibility between home and office
• One-time bonus to help you set up your home workspace (we are truly hybrid)
• Work remotely for up to 40 days per year from anywhere in the world
• Private health insurance and a flexible wellbeing allowance for initiatives that support your wellbeing.
• Complimentary breakfast and lunch on select days, as well as great in-office events happening throughout the week.
• Fun quarterly team events and social gatherings

A Bit About ComeOn Group

We’re a global iGaming business, home to a portfolio of exciting casino and sportsbook brands across various international markets. With 500+ talented employees across 7 locations, we’re committed to creating safe, innovative, and fun experiences for our players.

We’re proud to be a diverse team and an equal opportunity employer. All applications are considered fairly and with respect.

Want to know more about us? Just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!

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