OnHires is hiring a 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