Customer Experience Agent (iGaming)

TL;DR

Customer Experience Agent (iGaming): Supporting players across sportsbook and casino platform via live chat and email with an accent on empathy, clarity, and efficiency. Focus on resolving issues, guiding account journeys, and escalating bugs or patterns to internal teams.

Location: Malta office; must have an EU passport to work without sponsorship

Company

hirify.global redefines sports betting and casino experience with proprietary tech platform, automated sportsbook, standout UX, and Supercharging feature for random wins.

What you will do

• Respond to customer queries via live chat and email with empathy and efficiency.
• Guide players through account setup, verification, deposits, withdrawals, bonuses, and responsible gambling.
• Resolve issues by liaising with Payments, Risk, Tech, and Product teams.
• Identify, escalate bugs, errors, or unusual patterns.
• Maintain accurate customer records and improve support processes.
• Champion customer voice by sharing insights across the business.

Requirements

• Fluent English with excellent written communication.
• Previous customer support experience, ideally in gaming or betting.
• Calm, confident, solution-focused in high-pressure situations.
• Strong problem-solver with initiative and adaptability.
• Able to work evenings and weekends.
• Comfortable with help desk platforms like Zendesk.

Nice to have

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

Culture & Benefits

• Private healthcare with full 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 & development support for qualifications and courses.
• Team socials, office dogs, offsites, ping pong, and darts.