Customer Experience Agent - Finnish Speaking

Our client, a fast-growing and award-winning online gaming operator, is seeking passionate and people-focused individuals to join their friendly, dynamic team. This is an exciting opportunity to bring positive energy and excellent communication skills to a role that supports Finnish and English-speaking customers in delivering an exceptional gaming experience.

About the Role

Reporting directly to the Operations Team Lead, the Customer Experience Agent will play a vital role in ensuring a smooth and enjoyable customer journey. This position involves resolving a variety of customer queries via email and live chat, processing withdrawals, and assisting with KYC and compliance-related tasks.

Key Responsibilities

• Deliver outstanding customer service in Finnish and English via live chat and email


• Liaise with internal teams and third-party providers to resolve customer issues efficiently


• Process customer withdrawals quickly and securely


• Own complex cases from start to resolution, ensuring timely and accurate handling


• Perform KYC checks, documentation review, and enhanced due diligence when required


• Collaborate with internal departments to shape FAQs, operational processes, and knowledge bases


• Highlight and analyse customer feedback and trends to improve service quality


• Maintain a customer-first mindset by prioritising player experience at all times


• Meet personal KPIs to support wider team SLAs


• Support the team with ad hoc queries and analytical insights

Requirements

• Fluency in Finnish and English, both written and spoken


• Previous experience in a customer-facing role, preferably within the iGaming industry


• Strong analytical and problem-solving skills


• High adaptability, flexibility, and ability to multitask under pressure


• Excellent time management and organisational skills


• A genuine passion for delivering top-tier customer experiences


• Collaborative approach with the ability to work effectively across teams


• Willingness to work in a shift-based schedule

What’s on Offer

• Competitive salary based on experience


• Quarterly performance bonuses tied to personal and company objectives


• €500 Wellness & Mindfulness allowance annually


• Hybrid working environment with 30 days of "work from anywhere" flexibility


• Private AXA health and dental insurance coverage


• Paid time off, including a “Me Day” on your birthday and extra days for life events


• Opportunities for learning and personal development


• Ergonomic office with sea views, free snacks, fresh fruit, coffee/tea, table tennis, and parking


• A vibrant company culture with regular social events and team activities


• Employee referral bonuses for successful talent recommendations


• A truly diverse, inclusive, and supportive work environment