Customer Support Representative (Danish Speaker) at EveryMatrix

ABOUT THE PROJECT

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we’re united by our love for innovation and teamwork.

REQUIREMENTS

– Fluency in Danish (native or near-native). Good English level.
– Previous experience in customer support, preferably in the iGaming industry or a fast-paced digital environment.
– Strong problem-solving and communication skills.
– A customer-first attitude with a proactive and empathetic approach.
– Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays.
– Basic understanding of iGaming products (casino, sportsbook, payments, bonuses) is a strong plus.
– Knowledge of responsible gaming practices and regulatory environments.
– Experience working with B2C brands in online gaming, betting, or fintech.

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 (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.
– Contribute to our knowledge base by suggesting improvements based on recurring customer issues.

WHAT WE OFFER

– Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
– Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
– 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.

COMPENSATION & BENEFITS

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