Customer Service Specialist (iGaming)

TL;DR

Customer Service Specialist (iGaming): Driving operational excellence and service quality within the customer operations team with an accent on coaching, process optimization, and performance management. Focus on ensuring high-standard customer interactions, managing shift KPIs, and collaborating with stakeholders to deliver a seamless betting experience.

Location: Must be based in or willing to relocate to Malta

Company

hirify.global is a leading international sports betting provider and dynamic tech company committed to excellence and innovation in the iGaming industry.

What you will do

• Drive service quality and operational excellence to meet high performance standards.
• Act as an operational lead during shifts, managing KPIs, service levels, and queue performance.
• Lead training and coaching sessions to develop agent expertise and performance.
• Identify and implement process improvements to boost efficiency and consistency.
• Support workforce planning and readiness to ensure seamless service delivery.
• Partner with stakeholders to create sustainable improvements for customers and agents.

Requirements

• Native-level German proficiency and fluent English communication skills.
• Proven background in customer service, ideally within the iGaming industry.
• Experience in training, coaching, quality management, or workforce management.
• Strong analytical and problem-solving skills with a structured approach.
• Proactive ownership mindset with high accountability.
• Willingness to work a 5-out-of-7-day roster, including weekends and shifting schedules.

Culture & Benefits

• Relocation support to Malta.
• Competitive salary package with private health and dental insurance.
• On-site childcare for children aged 3+.
• Gym allowance and subsidized parking.
• Modern office environment in the hirify.global tower.
• Regular team gatherings and charity events.