Senior Operations Specialist

The Senior Operations Specialist at ComeOn ensures the smooth running of customer experience operations by focusing on tools like CRM and AI, and optimizing workflows for agents. This role involves continuously improving the CX system for speed, safety, and scalability. The ideal candidate is proactive, capable of managing diverse tasks, and committed to resolving issues quickly while maintaining accuracy and quality in player experience.

Must Have

• Minimum 3 years of experience in Online Customer Support in iGaming or related sectors
• Advanced knowledge of iGaming regulations (MGA, SGA, DGA, GGA, AGCO or KSA)
• Advanced knowledge of technical CRM systems
• Fluent in English (speaking and writing)
• Provide professional, empathetic, and efficient solutions to players via live chat, email, and calls
• Review and process player withdrawal requests, ensuring accuracy and adherence to timelines
• Meticulously review player identification documents to verify accounts and detect fraud
• Assist Team leaders with coaching reviews and provide constructive feedback to agents
• Coordinate team response during high-pressure situations or site outages
• Aid in training and coaching new hires and facilitating workshops in ComeOn Academy
• Assist Team Leads in tracking daily volumes, CSAT scores, and response times
• Map out the "Player Journey" to automate repetitive tasks
• Become the point of contact for specific brand features or localized market requirements
• Willingness to take on relevant ad hoc tasks

Good to Have

• Speaking and writing fluently in Dutch, Swedish, Norwegian, Finnish, Danish, German, or Polish
• Exceptional emotional intelligence and leadership potential
• Data-driven mindset
• Comfortable representing the CX department in cross-departmental meetings
• Obsessed with efficiency and "work smarter, not harder" mentality
• Enjoy multitasking and strong problem-solving skills
• Comfortable working shifts (with a possibility of night shifts)
• 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 to set up home workspace
• 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
• Great in-office events throughout the week
• 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 Operations Specialist ensures our "engine" is running smoothly. You focus on the tools we use (CRM, AI, etc.) and the workflows that make our agents' lives easier. You look at CX as a system, constantly tweaking it to be faster, safer, and more scalable. We are looking for someone proactive who can handle a varied workload, focusing on quickly solving issues without sacrificing the accuracy or quality of the player experience.

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

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

• Have a minimum of 3 years of experience in Online Customer Support in iGaming or related sectors
• Demonstrate exceptional emotional intelligence and leadership potential.
• Are data-driven and understand how individual performance impacts the wider business.
• Are comfortable representing the CX department in cross-departmental meetings.
• Are obsessed with efficiency and "work smarter, not harder" mentality.
• Have advanced knowledge of iGaming regulations (MGA, SGA, DGA, GGA, AGCO or KSA) and technical CRM systems.
• 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.
• Assist Team leaders with 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 ComeOn Academy by aiding in the training as well as coaching of new hires and facilitating workshops.
• Assist Team Leads in tracking daily volumes, CSAT scores, and response times to ensure we meet our targets.
• Map out the "Player Journey" to automate repetitive tasks, allowing agents to focus on high-value human interactions.
• 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!

LinkedIn

Instagram

Facebook

Apply for this job