About the role

We are looking for an experienced and hands-on Customer Support & Retention Manager to build, organize and lead our customer operations for an online casino and sportsbook platform.

This position combines team leadership, customer support, outbound calling, player retention and performance management. You will be responsible for creating an effective operation, developing the agents and ensuring that customers receive fast, professional and commercially focused support.

The ideal candidate has previous experience in iGaming, online casino, sportsbook or another high-risk digital environment and is comfortable working in a fast-paced, results-driven operation.

What you will do

- Build, organize and manage the Customer Support and Retention operation.
- Recruit, onboard, train and coach Customer Support and Retention agents.
- Create schedules and ensure appropriate shift coverage.
- Monitor calls, chats and customer interactions to maintain service quality.
- Establish SOPs, scripts, escalation procedures and quality standards.
- Manage inbound support and outbound retention activities.
- Ensure the effective resolution of issues involving accounts, deposits, withdrawals, bonuses and promotions.
- Develop strategies to reactivate inactive and lapsed players.
- Monitor agent performance and conduct regular feedback and performance reviews.
- Track KPIs including response time, resolution time, FCR, CSAT, QA,



call conversion, deposits and player reactivation.
- Work closely with CRM, VIP, Payments, Fraud, Compliance and Product teams.
- Handle complex customer escalations and high-value player cases.
- Prepare clear operational and performance reports for management.
- Continuously improve workflows, service quality, productivity and player experience.

Requirements

- Proven experience managing a Customer Support, Call Center or Retention team.
- Previous experience in iGaming, online casino or sportsbook is strongly preferred.
- Strong understanding of customer retention, outbound calling and sales-oriented support.
- Experience managing agents, schedules, performance reviews, QA and coaching.
- Knowledge of Customer Support KPIs and workforce planning.
- Experience with CRM, ticketing, live-chat and calling platforms.
- Understanding of deposits, withdrawals, bonuses, KYC, fraud and Responsible Gaming is an advantage.
- Strong problem-solving and escalation-management skills.
- Data-driven, organized and comfortable working hands-on.
- Fluent English is mandatory.
- Availability to work according to the established schedule.

Working conditions

- 100% remote.
- Full-time position.

If you have experience building high-performing Customer Support and Retention teams within iGaming, we would be happy to hear from you.

📌 Customer Support & Retention Manager (iGaming) – Remote (Canada)
🏢 Inferno Partners
📍 Canada