Senior Customer Experience - Danish, Finnish, Swedish, or Norwegian Speaking

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 Swedish, Norwegian, Finnish, or Danish.
• 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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