Job Description

Job title: Night Shift Customer Support Agent

Location: St. Julian's, Malta, On-site

Department: Operations

Reports To: Head of Customer Service

About Sway

Sway is an iGaming company focused on building and scaling digital products for international markets. We work with small, highly capable teams and place strong emphasis on clarity, ownership, and execution.

We operate in a fast-moving environment where decisions are data-informed, responsibility is clearly defined, and teams are expected to deliver with consistency and focus

About the role

As a Customer Support Agent, you’ll be the first point of contact for our players and customers. You’ll handle a high volume of inbound calls and messages, ensuring everyone receives clear, friendly, and professional support across all communication channels. The role is shift-based, including nights, with an additional allowance for overnight work.

What you’ll do

• Respond to customer queries via phone, email, and live chat

• Handle large call volumes efficiently while maintaining quality communication

• Troubleshoot account or platform issues and guide users through solutions

• Escalate complex cases to relevant departments when needed

• Ensure a consistently high level of service and professionalism
  
  

What we’re looking for

• Previous customer support or contact centre experience preferred

• Excellent spoken and written English; additional languages are an advantage

• Strong communication, patience, and problem-solving skills

• Ability to work flexibly in a shift environment (including nights and weekends)

• A positive attitude and desire to be part of a growing, fast-paced team
  
  

Why join us

• Competitive salary package with night shift allowance

• Career development in a growing international company

• Supportive, dynamic team environment located in our new Malta office

• Opportunity to play a key role in an exciting platform launch