Senior Operations Specialist - Danish, Finnish, Swedish, or Norwegian Speaking

Betting Jobs is working with a long-standing, and successful iGaming operator is looking to expand is customer experience team in Malta. They are looking for a Senior Operations Specialist - Danish, Finnish, Swedish, or Norwegian Speaking to join their team.

Responsibilities:

* Deliver professional, empathetic, and efficient customer support via live chat, email, and inbound/outbound calls.

* Review and process player withdrawal requests accurately, ensuring compliance with internal timelines and procedures.

* Verify player identification documents to confirm account authenticity, prevent fraud, and ensure regulatory compliance.

* Support Team Leaders with coaching reviews and provide constructive feedback to agents.

* Step in during high-pressure incidents (e.g., outages) to help coordinate team response and maintain service continuity.

* Contribute to training and coaching of new hires through workshops and structured onboarding (e.g., internal academy programs).

* Assist Team Leads in monitoring key performance metrics such as volumes, CSAT, and response times.

* Map and optimise the player journey to identify automation opportunities and improve efficiency.

* Act as a point of contact for specific brand features or localized market requirements.

* Take ownership of ad hoc tasks as required to support operational needs.

Requirements:

* Minimum 3 years' experience in online customer support within iGaming or related industries.

* Strong emotional intelligence with demonstrated leadership potential.

* Data-driven mindset with understanding of how individual performance impacts wider business outcomes.

* Comfortable representing the CX function in cross-departmental meetings.

* Strong focus on efficiency with a "work smarter, not harder" mindset.

* Advanced knowledge of iGaming regulations (e.g., MGA, SGA, DGA, GGA, AGCO, or KSA).

* Experience with CRM systems and customer support tools.

* Fluent written and spoken English.

* Fluent written and spoken Swedish, Norwegian, Finnish, or Danish.

* Excellent multitasking and problem-solving abilities.

* Comfortable working shift patterns, including occasional night shifts.

* Interest in using AI tools to improve efficiency and workflow.

* Strong communication, collaboration, and leadership skills.