Responsible Gaming Agent (Swedish Speaking)

LCKY Group•Malta, MT

10h•Onsite

About The Position

LCKY Group is looking to hire a Swedish-speaking Responsible Gaming Agent to help uphold the highest standards of care and integrity in player protection, while supporting the mission to create a safe and enjoyable gaming experience for all. Based in Malta, this role is vital in identifying and managing potential problem gambling cases, working closely with internal teams to ensure responsible and ethical operations. This position offers a great opportunity for long-term career progression within a rapidly growing company.

Requirements

Native or near-native level of Swedish, with strong English communication skills.
Minimum 1 year of experience in Responsible Gaming, Risk, or Customer Support within iGaming.
Some understanding of regulatory requirements in responsible gambling.
Excellent communication and interpersonal skills, especially in sensitive situations.
Calm, empathetic, and professional under pressure.
Comfortable handling customer interactions via telephone, email, and chat.
Detail-oriented, with excellent documentation and organisational skills.
Flexibility to work shifts, including evenings and weekends.

Responsibilities

Monitor player behavior using internal tools and risk-scoring systems.
Conduct proactive and reactive account reviews, escalating cases when required.
Assess player risk levels through behavioral and transactional analysis.
Contact players via phone, email, or chat to provide tailored responsible gaming support.
Recommend and apply responsible gambling measures (e.g., deposit limits, loss limits, self-exclusion).
Act as an escalation point for complex Responsible Gaming cases.
Document interactions, manage follow-ups, and prepare reports for senior management.
Collaborate with other departments to improve processes, tools, and service delivery.
Support the ongoing development of internal RG policies and procedures.