We’re hiring for our partner, a fast-growing iGaming company, and looking for passionate, people-focused individuals with excellent communication skills to join their friendly, fun, and dynamic team. You’ll bring positive energy to every interaction, assisting customers with a variety of queries.
As a Customer Experience Agent, you will be reporting directly to the Operations Team Lead. In this role, you’ll play a key part in delivering outstanding service to Finnish customers. You’ll support both Finnish and English-speaking customers via email and live chat, process withdrawals, and ensure a smooth and enjoyable experience throughout their journey.
No two days are the same in this role—and that’s exactly what makes it so exciting!
What your role will look like
Provide outstanding customer service through live chat and email in both Finnish and English.
Communicate directly with other teams and providers to solve customer queries in the most efficient way.
Provide an enhanced customer experience by swiftly and safely processing customers’ withdrawals.
Contribute to team effort by achieving personal KPI’s to support departmental SLA’s.
Escalate matters that require further attention from internal teams, ensuring timely resolutions.
Take ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution.
Process KYC and documentation, and conduct any enhanced due diligence when required.
Provide insight into current customer feedback and help shape systems, processes, FAQs, and knowledge bases within Operations and Country Management.
Maintain a customer-focused approach by consistently prioritizing the player experience.
Handle ad-hoc queries such as analyzing customer contact trends and patterns, and providing context around these.
Requirements
Fluent in written and spoken Finnish and English.
Prior experience in customer-facing or similar roles within iGaming considered an asset.
Strong analytical and problem-solving skills.
High adaptability and flexibility.
Ability to multitask and work well under pressure.
Strong organisational and time management skills.
Passion for delivering an outstanding customer experience.
Collaborative mindset, with the ability to work effectively within teams and across departments.
Willingness to work shifts.
What’s on offer
Competitive salary based on your knowledge & experience.
Quarterly performance bonus (personal + company performance).
€500 yearly wellness & mindfulness allowance.
Flexibility & hybrid/remote work options.
Diverse, dynamic, and fun environment with supportive colleagues.
Learning & development opportunities to grow professionally.
Fresh fruit, healthy snacks, tea & coffee available in the office.
Free parking, table tennis, lounge area, sea views & ergonomic workspace.
Regular social events and team-building activities.
Birthday “Me Day” and additional paid time off for special life events.
AXA private hospital & dental insurance coverage.
Referral bonus program.
A supportive company culture that values people.