Customer Experience Agent (Malta, Europe)

kwiff

  • Msida, Malta Island
  • Permanent
  • Full-time
  • 1 month ago
kwiff isn’t gambling as you know it. We’re redefining the experience with a bold, player-first approach to sports betting and casino, powered by our proprietary tech platform, fully automated sportsbook, and standout UX across web and mobile. What truly sets us apart? Supercharging: our signature feature that allows players’ odds, cash outs and more to be supercharged at random, creating surprise wins and a thrilling betting experience. ⚡We’re looking for an English-speaking Customer Experience Agent to join our Operations team in Malta. This is a rare opportunity to step into a frontline role and to be the voice of kwiff to our players.You’ll work across live chat and email channels, delivering an exceptional customer experience while solving problems, answering questions, and connecting with departments across the business. If you’re empathetic, calm under pressure, and passionate about helping people, this role could be your next move.Please note, you must have an EU passport to be eligible to work in Malta without sponsorship.Your role & responsibilities:You’ll be the face of kwiff, supporting players across our sportsbook and casino platform with accuracy, speed, and professionalism.
  • Respond to customer queries via live chat and email with empathy, clarity, and efficiency.
  • Guide players through their journey: from account setup and verification to deposits, withdrawals, bonuses and responsible gambling.
  • Resolve customer issues by liaising with internal teams including Payments, Risk, Tech, and Product.
  • Identify and escalate bugs, errors, or unusual patterns to ensure the best experience for our players.
  • Maintain detailed and accurate customer records in line with company procedures.
  • Collaborate with your team to continuously improve support processes and documentation.
  • Champion the voice of the customer by feeding insights and feedback into the wider business.
  • Contribute to a high-performing, collaborative, and supportive team culture.
Skills we’re looking for:
  • Fluent English speaker with excellent written communication skills.
  • Previous experience in customer support, ideally in the gaming or online betting industry.
  • Calm, confident, and solution-focused in high-pressure situations.
  • Great problem-solver who takes initiative and adapts quickly to change.
  • Able to work evenings, weekends, and night shifts as part of a 24/7 rota.
  • A strong sense of ownership and pride in helping customers.
  • Curious, eager to learn, and driven to improve.
  • Comfortable using help desk platforms like Zendesk or similar tools.
Nice to have:
  • Experience working in a regulated iGaming environment.
  • Familiarity with verification, KYC or responsible gambling processes
What we can offer you:At kwiff, we back our team with support, autonomy, and a culture of real ownership. Here’s what you’ll enjoy as part of our Malta office:Private Healthcare – Full coverage, including dental.
Performance Bonuses – Quarterly, based on company achievements.
Well-being Allowance – Budget refreshed every six months to spend on wellness or fitness
Free Lunch – Enjoy lunch on us when working from the office.
Long Service Rewards – Travel perks to celebrate your commitment.
Learning & Development– Financial support for role-specific qualifications, courses, or conferences to level up your skills.
Team Socials & Culture – Regular events, office dogs, offsites, plus ping pong, dartsWhy join us?At kwiff, we don’t just follow trends, we create them. From unlimited betting options to surprise wins and slick user journeys, we’re building a product that players love! We’re a dynamic company founded by industry-recognised leaders with a proven track record in the gambling space. We know where we’re going and we’d love you to come with us.Kwiff is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We aim for equity at all stages of the recruitment process. Please let us know if there’s anything we can do to make the process more accessible to you.kwiff

kwiff