Professional Services.

Customer Service Lead About the Role We are seeking an experienced Customer Service Lead to build and develop a customer support function for a growing online business.  This is an exciting opportunity for someone who enjoys creating processes from scratch while remaining hands-on during the early stages. Working closely with senior leadership and cross-functional teams, you will define the customer service strategy, establish best practices, implement scalable processes and technology, and build a high-performing team that delivers an outstanding customer experience. Key Responsibilities Design and lead the customer service function, including team structure, processes, and operating model. Recruit, coach, and develop a customer service team with a strong performance culture. Define service standards, SLAs, quality assurance processes, and escalation procedures. Oversee customer complaints and ensure compliance with regulatory requirements. Manage the resolution of customer and technical support issues in collaboration with internal teams. Monitor key service metrics such as response times, resolution rates, customer satisfaction, and quality scores. Implement and optimize customer service platforms, knowledge management tools, chat solutions, and automation. Work closely with CRM, Product, Payments, Technology, and Risk & Compliance teams to deliver a seamless customer journey. Use customer insights to drive continuous improvements across products, operations, and customer experience. Requirements Experience building and scaling a customer service or customer operations function. Background in iGaming, online gaming, fintech, digital entertainment, or another regulated industry. Strong understanding of regulated customer support, including KYC, responsible gambling, and complaint handling. Experience implementing customer service technologies and automation tools. Strong leadership, stakeholder management, and communication skills. Commercial mindset with a focus on customer retention, operational efficiency, and long-term growth. Ideal Candidate You are a hands-on leader who enjoys building teams and processes from the ground up. You combine strategic thinking with operational execution and have a proven ability to create scalable customer service functions that enhance both customer satisfaction and business performance.

Senior Associate Malta - Full time Hybrid My client, an Advisory firm in Malta, is looking for a Senior Associate to join its growing Accountancy team. This is an excellent opportunity for ACCA or University graduates, as well as qualified professionals, to develop their careers. Key Responsibilities Prepare and maintain accounting records and financial data. Produce management accounts, trial balances, and financial statements. Prepare and submit VAT and personal tax returns. Maintain cash books and accounting journals. Liaise with regulatory and supervisory authorities. Support clients with day-to-day accounting requirements.   About You? ACCA or University of Malta qualified (or equivalent). Previous accounting experience is advantageous. Proficient in Microsoft Office, particularly Excel. Strong communication skills in English and Maltese. Organised, detail-oriented, and able to manage multiple deadlines. Proactive, adaptable, and committed to delivering high-quality work.   What's on Offer Competitive salary. Excellent work-life balance. Supportive and collaborative working environment. Clear career progression and professional development opportunities. Bonus

About the Role We are seeking a Fraud Analyst to help protect our online platform from fraud, payment abuse, and financial risk.  You will investigate suspicious activity, review customer accounts and transactions, verify documentation, and support secure payment processes while ensuring a smooth customer experience. This is a hands-on role for someone with strong analytical skills, attention to detail, and experience working in a regulated online environment. Key Responsibilities Investigate fraud alerts, payment activity, withdrawals, KYC reviews, and suspicious customer behaviour. Analyse customer, payment, transaction, device, and account data to identify potential fraud. Investigate account takeover, identity fraud, payment fraud, chargebacks, bonus abuse, multi-accounting, and other prohibited activities. Approve, decline, or hold withdrawals and apply account restrictions within established guidelines. Prepare chargeback evidence and maintain accurate investigation records. Escalate complex fraud cases, AML concerns, or Responsible Gambling indicators when appropriate. Monitor fraud trends and recommend improvements to controls, processes, automation, and fraud detection tools. Work closely with Payments, Compliance, Customer Support, Product, Technology, and Risk teams to strengthen fraud prevention and improve customer outcomes. Requirements Experience in fraud prevention, payments, KYC, risk operations, or a similar role within a regulated digital business. Good understanding of online fraud risks, payment fraud, identity verification, chargebacks, and customer due diligence. Strong analytical, investigative, and decision-making skills. Experience reviewing customer documentation and transaction data. Excellent attention to detail and the ability to manage multiple priorities. Strong communication and stakeholder management skills. Experience in iGaming, fintech, e-commerce, online gaming, or financial services is preferred. Relevant fraud, financial crime, or compliance certifications are a plus. Ideal Candidate You are an analytical problem-solver with experience identifying and preventing online fraud while balancing risk management with a positive customer experience. You enjoy working in a fast-paced environment and continuously look for ways to improve fraud controls, operational efficiency, and customer protection.