Customer Support Representative (Danish Speaker)
We are looking for a dedicated Customer Support Representative (Danish Speaker) to join our team in Bucharest! As a Customer Support Representative, you will provide timely, accurate, and empathetic support via different channels, ensuring a seamless gaming experience for Danish-speaking players.
- Deliver professional, friendly, and efficient customer support to Danish-speaking users across various channels.
- Resolve escalated player issues effectively and within SLA.
- Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
- Follow internal procedures and compliance requirements, especially in regulated markets.
- Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
- Escalate and track bugs, outages, or player complaints using internal tools.
- Maintain up-to-date knowledge of products, promotions, and compliance requirements.
- Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
- Contribute to our knowledge base by suggesting improvements based on recurring customer issues.
- Fluency in Danish (native or near-native). (required)
- Good English level. (required)
- Previous experience in customer support, preferably in the iGaming industry or a fast-paced digital environment. (required)
- Strong problem-solving and communication skills. (required)
- A customer-first attitude with a proactive and empathetic approach. (required)
- Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays. (required)
- Basic understanding of iGaming products (casino, sportsbook, payments, bonuses) is a strong plus. (nice-to-have)
- Knowledge of responsible gaming practices and regulatory environments. (nice-to-have)
- Experience working with B2C brands in online gaming, betting, or fintech. (nice-to-have)
- Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
- Benefit from two Free Fridays each year, limited to one per quarter.
- 3 sick leave days per year, no doctor's note required.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
- Access to an Employee Assistance Program through TELUS Health.
- Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
- And did we mention our amazing office space complete with its own pool and gym?
EveryMatrix delivers iGaming software, solutions, content and services for casino, sports betting, payments, and affiliate management to global Tier 1 operators as well as to newer brands. The platform is highly modular, scalable, and compliant, allowing operators to choose the optimal EveryMatrix solution and combine with third-party and in-house technology and capabilities. EveryMatrix empowers clients to unleash bold ideas and deliver outstanding player experiences in regulated markets. The company has more than 1,300 employees across 15 offices in 15 countries and serves 300+ customers worldwide, including the regulated US market. EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification.