About The Role

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