Customer Care Agent (iGaming)

TL;DR

Customer Care Agent (iGaming): Managing customer inquiries, payment processing, and dispute resolution for an online casino with an accent on high-volume live chat and email communication. Focus on conducting KYC verification, supporting safer gambling initiatives, and identifying service improvement patterns.

Location: Hybrid (Malta) - requires one day per week in the office.

Company

hirify.global is an award-winning online casino launched in 2018, focused on technology, performance, and a fun user experience.

What you will do

• Manage multiple concurrent live chats and emails regarding deposits, withdrawals, and gameplay.
• Verify customer identities by reviewing ID and proof of address documents (KYC).
• Handle customer complaints from initiation to resolution, escalating to specialized teams when necessary.
• Proactively identify and support vulnerable customers according to safer gambling guidelines.
• Analyze repeat issues and provide feedback to improve internal operations.
• Ensure all activities are secure and compliant with industry regulations.

Requirements

• Must be based in Malta to support a hybrid work pattern.
• Minimum 6 months of experience in high-volume customer service or sales environments.
• Strong attention to detail for meticulous account and document review.
• Empathetic communication style and the ability to handle sensitive inquiries.
• Ability to work rotational shifts (Early: 9am-6pm, Late: 2pm-11pm MT time).

Nice to have

• Previous experience within the iGaming industry.

Culture & Benefits

• Competitive salary package and professional growth allowance.
• Additional leave days, including dedicated birthday and four-week parental leave.
• International health and life insurance.
• Wellness incentives and a flexible, multinational work environment.
• Collaborative and inclusive team culture.