Customer Support Representative

Responsibilities

• 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 such as Payments, Risk, Fraud, Casino, and Sportsbook to resolve 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
• Contribute to the knowledge base by suggesting improvements based on recurring issues

Requirements

• Fluency in Danish (native or near-native)
• Good English level
• Previous experience in customer support, preferably in iGaming or a fast-paced digital environment
• Strong problem-solving and communication skills
• Customer-first attitude with a proactive and empathetic approach
• Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays

Preferred Qualifications

• Basic understanding of iGaming products (casino, sportsbook, payments, bonuses)
• Knowledge of responsible gaming practices and regulatory environments
• Experience working with B2C brands in online gaming, betting, or fintech

Benefits

• 22 days of annual leave, increasing up to 32 days
• Two Free Fridays each year
• 3 sick leave days per year without a doctor's note
• Daily catered lunch or monthly lunch allowance
• Private Medical Subscription
• Access to Udemy for Business and LinkedIn Learning
• Budget for external training
• Employee Assistance Program through TELUS Health
• Office perks including parking, on-site massages, pool, and gym

About the Company

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services to 300 customers worldwide. With a team of over 1400 individuals, we provide casino, sports betting, platform, payments, and affiliate management solutions.