Retention Agent

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

Additional Information

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.

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