Retention Agent

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