We’re a business that embraces change and progress.

The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke. 

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

As a Senior Customer Support Agent, you will play a key role in supporting the day-to-day operation of the Customer Support team. Alongside delivering exceptional customer service, you will provide guidance and coaching to colleagues, help manage escalations, and support the Team Manager in driving performance, quality, and operational excellence. This is an ideal opportunity for someone who enjoys leading by example, developing others, and making a positive impact on both the customer and colleague experience.

• In addition to performing all responsibilities of a Customer Support Agent as required, you will also:
• Support and guide Customer Support Agents with day-to-day queries and escalations.
• Act as a first point of contact for operational issues within the team.
• Monitor team performance and help ensure service level targets are achieved.
• Coach and mentor team members to improve performance and customer experience.
• Provide real-time feedback and identify opportunities for development.
• Handle complex customer contacts and escalated cases.
• Assist with onboarding and training new team members.
• Monitor workloads and help prioritise tasks to ensure efficient service delivery.
• Work closely with Team Managers to implement process improvements.
• Ensure company policies, procedures, and regulatory requirements are followed.
• Identify and escalate risks, trends, and recurring customer issues.
• Support quality assurance activities and promote best practice.
• Contribute to a positive, collaborative, and high-performing team culture.
• Prepare and communicate operational updates where required.
• Take ownership of assigned projects and additional responsibilities as needed.
• Maintain accurate records and complete administrative tasks in a timely manner.
• Demonstrate flexibility by supporting different teams or channels in line with business needs.
• Available to work on a shift, including early, late and weekend shifts on a rota basis.

• Native or advanced proficiency in Danish or Swedish, with basic English language skills.
• Previous customer support experience, ideally within the iGaming industry.
• Experience coaching or supporting colleagues.
• A strong focus on delivering excellent customer service.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Able to prioritise tasks and work effectively in a fast-paced environment.
• Comfortable using customer support systems and troubleshooting basic issues.
• Strong attention to detail and commitment to accuracy and compliance.
• Able to motivate, influence, and support others to achieve team goals.
• Good understanding of performance targets and customer service metrics.

• Financial: Competitive Salary and Bonus Schemes
• Hybrid Working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
• Healthcare: We prioritise your health and well-being, offering comprehensive healthcare insurance, dental care, travel insurance and life insurance.
• Health & Wellbeing: An allowance which can be used towards gym and fitness memberships, fitness clothing and equipment, consultations with a dietitian, massages and select treatments or items for your home office.
• Wellness Cloud: Free access to Wellness Cloud; a tool to help encourage greater wellbeing through online coaching, webinars, videos and online resources.
• Office Perks: Coffee shop vouchers, juices, snacks and after work drinks and events.
• Volunteer Time Off Programme: 20 days paid leave you can avail after your first year of employment to volunteer at an organisation online, locally, or abroad.

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.
Sound good? Then you belong at our place! 

Apply today to kickstart your application with the evoke Family!