Job Title: VIP Chat Agent (iGaming)
Location: Onsite - Mrieħel, Malta (3 days per week in office) hybrid possible after probation
Working hours: Rotating shifts
Reporting to: Head of VIP

About the Role
We are seeking a VIP Chat Agent (iGaming) to join our growing team. In this role, you’ll deliver real-time, high-touch service to our most valuable players across live chat, VIP messaging platforms (like Telegram), and occasional calls.

Key Responsibilities

• Deliver live chat service tailored to VIP players, providing fast, accurate, and high-touch assistance.

• Build immediate rapport with players through empathetic, knowledgeable, and professional communication.

• Act as an extension of the VIP Account Management team, aligned on promotions, player preferences, bonus methodology and tone of voice.

• Liaise with internal teams to escalate and resolve player needs seamlessly, minimizing friction.

• Maintain detailed, structured records of all player interactions to support data-led VIP service refinement.

• Identify recurring pain points or opportunities and share feedback proactively with relevant teams.

• Uphold strict confidentiality and brand standards in every conversation.

What You Bring

• A minimum of 2 years’ experience in customer support, at least 1 within the iGaming sector.

• Exposure to VIP handling or premium service environments is an advantage.

• Exceptional English (C1/C2) communication skills — clear, concise, and customer-centric.

• Strong interpersonal instincts: you know how to make someone feel valued, even through a screen or phone call.

• Comfortable handling sensitive situations calmly and professionally.

• Proactive mindset with the ability to problem-solve in real-time.

• Based in Malta and available to work from our offices five days a week.

Why Join Us?

• A competitive salary and full-time permanent contract.

• Direct involvement in shaping our VIP service model as part of a growing, high-impact team.

• A dynamic, team-oriented workplace that celebrates excellence and initiative.

• Comprehensive benefits package for Malta-based employees, including:

  • Private health insurance, wellness allowance, and communication allowance.

  • Healthy lunch on Wednesdays, Social Fridays, and Summer & Christmas events.

  • Employee discounts in restaurants and businesses.

  • Extended second-parent leave policy.

  • Transport to the office.