Customer Experience Agent (iGaming)

Location: Malta, Europe; must be able to work in Malta without requiring sponsorship

Company

hirify.global operates an iGaming platform combining sports betting and casino products with proprietary technology, an automated sportsbook, and player-focused web and mobile experiences.

What you will do

• Respond to player queries through live chat and email with accuracy, empathy, and efficiency.
• Guide players through account setup, verification, deposits, withdrawals, bonuses, and responsible gambling processes.
• Resolve customer issues by coordinating with Payments, Risk, Tech, and Product teams.
• Identify and escalate bugs, errors, and unusual patterns.
• Maintain accurate customer records and improve support processes and documentation.
• Share customer feedback and insights with the wider business.

Requirements

• Fluent English and excellent written communication skills.
• Previous customer support experience, ideally in gaming or online betting.
• Calm, confident, solution-focused approach in high-pressure situations.
• Strong problem-solving, initiative, adaptability, and ownership.
• Availability to work evenings and weekends.
• Comfort using help desk platforms such as Zendesk or similar tools.

Nice to have

• Experience in a regulated iGaming environment.
• Familiarity with verification, KYC, or responsible gambling processes.

Culture & Benefits

• Private healthcare coverage, including dental.
• Quarterly performance bonuses based on company achievements.
• Well-being allowance refreshed every six months.
• Free lunch when working from the office.
• Learning and development support for qualifications, courses, and conferences.
• Team socials, office dogs, offsites, and recreational activities including ping pong and darts.