Job Description

Our client is seeking a Support Operations Agent to join their 24/7 multilingual team. This hybrid role combines front-line customer support with back-office operations, including KYC verification, payment reviews, and queue management across Customer Support and Risk & Fraud Prevention functions.

The successful candidate will coordinate between customers, internal teams, and external providers while managing multiple workflows in a fast-paced environment.

Candidates must already be based in Malta.

Key Responsibilities

Customer Support

• Handle customer inquiries via live chat and email related to account access, verification, bonuses, game issues, and payments

• Communicate professionally in English and in at least one of the required additional languages listed below

• Escalate complex cases and follow up through to resolution while maintaining accurate CRM records

• Stay up to date with platform updates, promotions, and internal procedures while meeting SLA and quality KPIs

KYC & Compliance

• Review and process KYC documentation, including identification, proof of address, and source of funds checks

• Flag incomplete, inconsistent, or suspicious submissions to the relevant Compliance or Risk teams

• Maintain accurate and audit-ready records

Deposits, Withdrawals & Payments

• Monitor and process pending deposits and withdrawals across various payment providers and brands

• Escalate transactions requiring manual review and liaise with providers regarding issues or delays

• Identify suspicious activity patterns and ensure all actions comply with internal procedures and player protection measures

Quality & Operational Efficiency

• Meet individual and team targets related to customer satisfaction, response times, and service levels

• Maintain high-quality standards across customer interactions and operational tasks

• Identify recurring issues and contribute to process and SOP improvements

Requirements

Essential

• Candidates must already be based in Malta

• Fluent English with strong written and verbal communication skills

• Professional proficiency in at least one of the following languages is required:

  • Bahasa Indonesia (Indonesian)

  • Filipino (Tagalog)

  • Turkish

  • Spanish

  • Portuguese

  • German

• 1–2+ years of experience in customer support, operations, or a similar service-focused role

• Strong attention to detail and ability to handle sensitive financial and identity-related information

• Ability to prioritise multiple tasks and queues in a fast-paced environment

• Familiarity with CRM, helpdesk, and back-office systems

• Ability to work as part of a 24/7 operational environment

Preferred

• Experience within iGaming, sports betting, fintech, or crypto industries

• Previous exposure to KYC, payments, or Risk & Fraud Prevention operations

• Experience using platforms such as Zendesk, Intercom, Freshdesk, or similar tools