Customer Experience Agent (Malta)

kwiff isnt gambling as you know it. Were 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.

Were 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.

Youll 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 youre 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:

Youll 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 were 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. Heres what youll 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 darts

Why join us

At kwiff we dont just follow trends we create them. From unlimited betting options to surprise wins and slick user journeys were building a product that players love! Were a dynamic company founded by industry-recognised leaders with a proven track record in the gambling space. We know where were going and wed 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 theres anything we can do to make the process more accessible to you.