We're looking for a passionate and motivated Customer Operations Trainer to play a key role in shaping the success of our teams. In this role, you'll be responsible for developing and delivering engaging training programs that empower our Customer Support, Fraud, AML, and Player Protection teams to perform at their best.

If you have a background in iGaming operations, a talent for mentoring others, and a genuine passion for helping people grow, this is an exciting opportunity to make a real impact while contributing to the continuous improvement of our customer experience.

• Deliver and manage training programs for new starters and existing staff across our customer operations departments.
• Develop and maintain training materials, guides, and e-learning modules, ensuring all content is accurate, up to date, and aligned with company procedures and compliance standards.  
• Customise and streamline departmental training for different operational functions (Customer Support, Fraud, AML, Player Protection).
• Monitor trainee performance through regular quality assurance checks and KPI tracking during the onboarding and post-training periods.  
• Provide performance feedback and coaching to the customer operations team members.
• Collaborate with cross-functional departments to identify skills gaps, training needs, and process improvements.  
• Review and update knowledge bases regularly to reflect new procedures, regulatory changes, or product updates.  
• Stay current with industry trends in iGaming, customer experience, and training methodologies, incorporating innovative learning techniques.  
• Support ongoing development programs, refresher sessions, and performance related training when required.  
• Assist with Quality Assurance processes and help ensure consistent service standards across the operation.  
• Perform other training or operational support duties as assigned.   

• Fluent Italian and English language skills, both written and spoken, are required
• Minimum 2 years' experience in the iGaming industry within a Customer Operations department such as Customer Service, Fraud, AML, or Safer Gambling.
• Demonstrated experience in supporting and mentoring new team members, through shadowing or buddy programs.
• Proven experience delivering training in a fast-paced customer operations environment will be considered a strong advantage.
• Knowledge of fraud detection, AML, or player verification processes is a strong advantage.  
• Strong organizational and presentation skills with the ability to engage diverse teams. 
• Passionate about learning and development, with a proactive and creative approach to training design and delivery.   

• Comprehensive Private Health Insurance - Enjoy full health coverage, including dental care and regular eye check-ups, to keep you in top shape.
• EUR300 Wellness & Home Office Allowance - Invest in your well-being or create the perfect work-from-home setup.
• EUR1,500 Annual Personal Development Budget - Advance your career with courses, certifications, and training of your choice.
• Hybrid Work Model - Maintain a healthy work-life balance with 2-3 days per week at the office and the flexibility to work from home the rest of the week.
• Work from Anywhere in Europe - After passing probation, enjoy the freedom to work remotely for up to three months per year from anywhere in Europe.
• Exciting Company Events & Team Building - Twice a year, we host major company events, plus regular team-building activities to keep things fun and engaging.
• Weekly Office Lunch - Enjoy a complimentary lunch once a week at the office, sourced from Malta's best eateries.
• Unlimited Fresh Fruit & Drinks - Stay refreshed with a selection of healthy snacks, beverages, coffee, tea, and a fully stocked kitchen, including a cereal bar!
• Mental Health Support - Your well-being matters. Receive vouchers for one of Malta's top mental health clinics to support your mental health.
• Specialized e-Learning Platform - Gain exclusive access to iGaming-specific courses and training materials to enhance your expertise.
• On-Site Parking - Enjoy the convenience of dedicated on-site parking at our office. No stress, no searching, just drive in and get started with your day.