Role Overview
The Retention Agent is responsible for building and maintaining strong relationships with existing players, ensuring long-term engagement and maximizing customer lifetime value. This role focuses on proactive communication, personalized offers, and delivering a high-quality customer experience within the fast-paced iGaming environment. The ideal candidate is customer-oriented, target-driven, and skilled in communication and relationship management.
Key Responsibilities
Proactively engage with existing players via chat, email, and phone to maintain strong relationships
Monitor player activity and identify opportunities to improve retention and reactivation
Deliver personalized offers, promotions, and incentives tailored to player behavior
Handle customer inquiries and resolve issues in a timely and professional manner
Build trust and loyalty with players to enhance the overall user experience
Collaborate with CRM, payments, and support teams to ensure seamless service
Track and report on retention KPIs, including churn rate and player lifetime value
Identify high-value players and provide VIP-level service where applicable
Ensure compliance with responsible gaming practices and company policies
Requirements
Fluent in English (written and spoken)
Previous experience in customer support, sales, or retention roles (iGaming experience is a strong advantage)
Strong communication and interpersonal skills
Ability to work in a target-driven and performance-oriented environment
Problem-solving mindset with a proactive approach
Basic understanding of CRM tools and customer lifecycle management
Flexibility to work shifts, including weekends if required
Relocation to Portugal
This position requires relocation to Portugal
Full relocation support package provided (details discussed during the hiring process)
Opportunity to work in an international, dynamic environment based in Portugal
Assistance with onboarding and settling into the new location
Key Skills & Competencies
Customer relationship management
Persuasion and negotiation skills
Emotional intelligence and empathy
Time management and multitasking
Attention to detail
Team collaboration
What Success Looks Like
Increased player retention and reduced churn rates
High levels of customer satisfaction and engagement
Strong relationships with key and VIP players
Consistent achievement of performance targets and KPIs
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