Customer Support representative (Night Shift) – Malta iGaming Job
Customer Support Representative (Night Shift) | Malta | Hybrid
Location: Malta
Salary: €26,000 per annum, rising to €27,000 after probation
Working Pattern: Hybrid, Night Shift (22:00–08:00)
Contract: Full-Time Permanent
Positions Available: 5
About the Role
Our client is looking for five Customer Support Representatives to join their growing support operation in Malta, covering the night shift from 22:00 to 08:00. This is a permanent, full-time position with hybrid working arrangements, meaning you will split your time between the office and home. The Customer Support Representative will manage email-based customer inquiries, delivering clear, accurate, and professional responses at every stage of the customer journey. You will be the first point of contact for players during overnight hours, handling a wide variety of queries and ensuring every interaction reflects the high standards of service our client is committed to delivering.
Whether you are taking your first step into customer support or building on existing experience in iGaming, online platforms, or digital services, this Customer Support Representative role offers a structured environment with genuine room to grow. Night shift positions suit candidates who prefer working outside traditional office hours and who value the flexibility that hybrid working provides. Our client operates in the regulated iGaming sector, where accuracy, compliance, and professionalism are essential to maintaining trust with players across international markets.
This is a Customer Support Representative position suited to motivated individuals who take pride in quality communication and want to be part of a team that makes a real difference to the customer experience. Based in Malta, you will join a collaborative support team with clear performance frameworks and genuine opportunities for career progression within the iGaming industry.
Key Responsibilities
As a Customer Support Representative working the night shift, your primary responsibility will be managing incoming email inquiries from players, ensuring every response is timely, accurate, and handled with professionalism. You will cover a broad range of topics including account queries, transactional questions, product guidance, and general support requests, always maintaining an empathetic and solutions-focused approach.
You will play an active part in maintaining the integrity of the platform by identifying and escalating unusual or suspicious account activity in line with internal compliance procedures. Accurate logging of all customer interactions is a key part of the role, ensuring full visibility for quality assurance and performance tracking purposes. Working overnight, you will be responsible for maintaining service levels during a critical window and ensuring players receive the same quality of support as during daytime hours.
Collaboration is essential, even during the night shift. You will work alongside fellow support agents, liaise with internal departments where needed, and coordinate with teams to ensure smooth operations across different workflows and markets. Contributing ideas to improve processes and sharing observations from customer interactions will help the team continue to evolve and deliver a better experience.
Performance targets, both personal and team-based, are an important measure of success in this role. You will be expected to meet and maintain these consistently across your shifts. The Customer Support Representative will also be expected to stay up to date with product changes, promotions, and platform updates to ensure accurate information is provided to players at all times.
What We’re Looking For
We are looking for a motivated and reliable individual who takes communication seriously and brings a positive attitude to every interaction.
Essential
- High level of written and spoken English
- Willingness and ability to work a fixed night shift schedule (22:00 to 08:00)
- Professional, empathetic, and customer-focused communication style
- Organised and detail-oriented approach to logging and documentation
- 1 year of customer support or relevant experience (entry-level candidates are welcome)
- Based in Malta or willing to relocate
Advantageous
- Previous experience in iGaming, online casino, sports betting, fintech, or a regulated digital platform
- Familiarity with customer support tools, CRM systems, or ticketing platforms
- Experience working night shifts or non-standard hours in a support environment
- Additional language skills beyond English
What’s on Offer
Our client offers a salary of €26,000 per annum, rising to €27,000 after the successful completion of the probation period. This is a full-time permanent position with hybrid working arrangements, giving you a balance between onsite collaboration and the convenience of working from home during your night shifts.
You will receive ongoing coaching and feedback to support your development, with the opportunity to progress within the team as the business expands. Our client values reliable, curious, and communicative people and actively promotes from within. Night shift roles often provide a faster route to increased responsibility, as overnight teams tend to be smaller and more self-sufficient.
Malta is a well-established hub for iGaming and digital businesses, offering an international working environment, a warm climate, and a strong community of professionals working across regulated online platforms. For candidates who prefer working outside traditional office hours, this Customer Support Representative role offers a clear entry point into a growing sector with long-term potential.
About Our Client
Our client is a well-established operation supporting multiple products and international markets from their Malta base. They work across a variety of client accounts and workflows, giving their support team broad exposure and varied day-to-day responsibilities. With a collaborative team culture, clear performance frameworks, and a focus on employee development, they offer a stable and professional environment for customer support professionals looking to grow their career in iGaming and online services. Our client is committed to building diverse, inclusive teams and encourages applications from candidates of all backgrounds and experiences.
Frequently Asked Questions
Do I need iGaming experience to apply for this Customer Support Representative role?
No. Our client welcomes candidates with ideally 1 year of customer support experience, but they are happy to consider entry-level applicants. A professional communication style and a high level of English are the most important requirements. Experience in iGaming or online platforms is an advantage but is not essential.
What does the night shift schedule look like?
This role covers a fixed night shift from 22:00 to 08:00. The schedule is consistent, so you will know your hours in advance. This is a dedicated night shift position, not a rotating pattern. Full details will be discussed during the screening process.
Is this a remote role or do I need to be based in Malta?
This is a hybrid role based in Malta. You will split your time between the office and working from home. Candidates must be based in Malta or willing to relocate.
What kind of queries will I be handling?
All support is handled via email, with no phone support required. Queries typically cover account management, transaction questions, product information, and general platform inquiries. You will also be expected to flag any suspicious activity to the relevant internal teams as part of your compliance responsibilities.
Is there room to grow in this Customer Support Representative role?
Yes. Our client values performance and actively promotes from within. As a Customer Support Representative, you will receive regular feedback and coaching, and strong performers are encouraged to take on additional responsibilities over time. Night shift teams often offer quicker progression opportunities due to the smaller team size and the level of autonomy involved.
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