Customer Support Specialist (Finnish Speaking, Relocation to Malta)

Pentasia; Finland; Hybrid; EUR 27,000 - 33,000; Full time

Benefits offered by this job

Relocation to Malta package

Hybrid work setup

Home-office allowance

Team events & socials

Job summary

Pentasia is seeking a Finnish-speaking Customer Support Specialist to join a fast-growing iGaming business. Hybrid in Malta with relocation support. You will handle live chat, email, and calls, escalate issues, and ensure compliant KYC and payments processing.

You’ll also mentor teammates, track KPIs, and collaborate across product, payments, and compliance to improve customer experience. The role requires 1+ year of online customer support in iGaming or similar, fluency in English and Finnish,

Qualifications

• 1+ years of experience in online customer support within iGaming or a similar fast-paced environment.
• Strong understanding of KYC, payments, and customer risk/fraud fundamentals.
• High emotional intelligence with a natural leadership mindset.
• Data-driven approach with awareness of how performance impacts wider business outcomes.
• Fluent English and Finnish.
• Ability to multitask, prioritise, and perform under pressure.
• Interest in sports and/or casino products is a plus.
• Curiosity around tools and technology (including AI) to improve efficiency.

Responsibilities

• Deliver high-quality support to players via live chat, email, and calls, handling both standard and more complex queries with confidence.
• Take ownership of escalations, ensuring issues are resolved efficiently and in line with internal standards.
• Review KYC documentation and process withdrawals, maintaining accuracy and compliance with regulatory requirements.
• Support fraud detection and account monitoring through detailed customer and transaction reviews.
• Act as a senior presence within the team, stepping in during peak periods or critical situations.
• Contribute to team performance by supporting coaching, onboarding, and knowledge sharing across the department.
• Assist Team Leads with tracking KPIs such as CSAT, response times, and ticket volumes.
• Collaborate cross-functionally with product, payments, and compliance teams to improve processes and customer experience.
• Take ownership of specific markets, features, or workflows, becoming a go-to person within the team.

Job description

Customer Support Specialist (Finnish Speaking, Relocation to Malta)

• Form part of a fast-growing international iGaming business
• Step into a senior, leadership-track CS role with real impact

Workplace:

Hybrid in Malta

Salary:

Up to €30k + Relocation to Malta package

Your Role:

• Deliver high-quality support to players via live chat, email, and calls, handling both standard and more complex queries with confidence
• Take ownership of escalations, ensuring issues are resolved efficiently and in line with internal standards
• Review KYC documentation and process withdrawals, maintaining accuracy and compliance with regulatory requirements
• Support fraud detection and account monitoring through detailed customer and transaction reviews
• Act as a senior presence within the team, stepping in during peak periods or critical situations
• Contribute to team performance by supporting coaching, onboarding, and knowledge sharing across the department
• Assist Team Leads with tracking KPIs such as CSAT, response times, and ticket volumes
• Collaborate cross-functionally with product, payments, and compliance teams to improve processes and customer experience
• Take ownership of specific markets, features, or workflows, becoming a go-to person within the team

What You Bring:

• 1+ years of experience in online customer support within iGaming or a similar fast-paced environment
• Strong understanding of KYC, payments, and customer risk/fraud fundamentals
• High emotional intelligence with a natural leadership mindset
• Data-driven approach with awareness of how performance impacts wider business outcomes
• Fluent English and Finnish
• Ability to multitask, prioritise, and perform under pressure
• Interest in sports and/or casino products is a plus
• Curiosity around tools and technology (including AI) to improve efficiency

What’s in It for You?

• Salary up to €30K
• Quarterly team events and weekly company socials
• Hybrid work setup with home-office allowance