Customer Service Agent (Hybrid – Malta)

About the role

We are looking for a Customer Service Agent to join our team in Malta on a hybrid basis. The role involves handling customer queries and support requests across multiple channels, ensuring a helpful, accurate and compliant experience throughout the customer journey.

Key responsibilities

• Respond to customer inquiries via email and live chat, meeting agreed service level targets.
• Assist customers with registration, KYC, deposits, withdrawals, gameplay, bonuses and general account support.
• Escalate complaints, responsible gambling concerns and high‑risk cases to the appropriate teams promptly.
• Apply responsible gambling, AML and data‑privacy protocols in every interaction.
• Collaborate closely with the Customer Service Lead, CRM & Loyalty, Risk & Compliance and Payments teams.

Required profile

• Previous experience in a customer service or support role, preferably within iGaming, digital entertainment, fintech or another regulated digital business.
• Strong written and verbal communication skills and confidence working across email and live‑chat channels.
• Willingness to learn and apply responsible gambling, KYC/AML and complaints handling procedures.

Required skills

What we offer

• Hybrid working arrangement in Malta.
• Attractive salary package.
• Opportunity to work in a regulated digital environment with cross‑functional collaboration.