Customer Engagement Specialist - Full Time

The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long-term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re-engages customers to maximize retention and revenue opportunities.

• Conduct outbound outreach to customers identified through Service Recovery programs.

• Assist customers who abandon registration, verification, or funding processes.

• Support KYC completion, failed deposit recovery, and source-of-funds documentation requests.

• Engage high-value prospects and newly registered customers to drive activation and first-time deposits.

• Reactivate dormant and inactive customers through personalized outreach.

• Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.

• Document customer interactions and identify recurring customer pain points.

• Serve as a customer advocate by escalating trends and process improvement opportunities.

• 2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.

• Excellent verbal and written communication skills.

• Strong relationship-building and problem-solving capabilities.

• Experience using CRM and customer engagement platforms.

• Ability to work in a performance-driven environment with measurable goals.

• Gaming, sportsbook, casino, financial services, or telecom experience preferred.

ADDITONAL REQUIREMENTS 

• Customer activation and conversion rates

• First-time deposit conversions

• Customer reactivation volume

• Revenue recovered and retained

• Outreach productivity and quality scores

• Customer satisfaction metrics

• Resolution completion rates