Senior Customer Support Specialist, Nordic

As a Senior Customer Support Agent, you will play a key role in supporting the day-to-day operation of the Customer Support team. Alongside delivering exceptional customer service, you will provide guidance and coaching to colleagues, help manage escalations, and support the Team Manager in driving performance, quality, and operational excellence. This is an ideal opportunity for someone who enjoys leading by example, developing others, and making a positive impact on both the customer and colleague experience.

• Support and guide Customer Support Agents with day-to-day queries and escalations.
• Act as a first point of contact for operational issues within the team.
• Monitor team performance and help ensure service level targets are achieved.
• Coach and mentor team members to improve performance and customer experience.
• Provide real-time feedback and identify opportunities for development.
• Handle complex customer contacts and escalated cases.
• Assist with onboarding and training new team members.
• Monitor workloads and help prioritise tasks to ensure efficient service delivery.
• Work closely with Team Managers to implement process improvements.
• Ensure company policies, procedures, and regulatory requirements are followed.
• Identify and escalate risks, trends, and recurring customer issues.
• Support quality assurance activities and promote best practice.
• Contribute to a positive, collaborative, and high-performing team culture.
• Prepare and communicate operational updates where required.
• Take ownership of assigned projects and additional responsibilities as needed.
• Maintain accurate records and complete administrative tasks in a timely manner.
• Demonstrate flexibility by supporting different teams or channels in line with business needs.
• Available to work on a shift, including early, late and weekend shifts on a rota basis.

• Native or advanced proficiency in Danish or Swedish, with basic English language skills (required).
• Previous customer support experience, ideally within the iGaming industry (required).
• Experience coaching or supporting colleagues (required).
• A strong focus on delivering excellent customer service (required).
• Excellent communication and interpersonal skills (required).
• Strong problem-solving and decision-making abilities (required).
• Able to prioritise tasks and work effectively in a fast-paced environment (required).
• Comfortable using customer support systems and troubleshooting basic issues (required).
• Strong attention to detail and commitment to accuracy and compliance (required).
• Able to motivate, influence, and support others to achieve team goals (required).
• Good understanding of performance targets and customer service metrics (required).

• Competitive Salary and Bonus Schemes
• Hybrid Working: Work from home up to 80% of the time
• Comprehensive healthcare insurance, dental care, travel insurance and life insurance
• Health & Wellbeing allowance for gym memberships, fitness equipment, and wellness treatments
• Free access to Wellness Cloud for online coaching and resources
• Office perks including coffee shop vouchers, snacks, and after-work events
• Volunteer Time Off Programme: 20 days paid leave after the first year