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.
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Conduct outbound outreach to customers identified through Service Recovery programs.
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Assist customers who abandon registration, verification, or funding processes.
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Support KYC completion, failed deposit recovery, and source-of-funds documentation requests.
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Engage high-value prospects and newly registered customers to drive activation and first-time deposits.
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Reactivate dormant and inactive customers through personalized outreach.
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Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.
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Document customer interactions and identify recurring customer pain points.
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Serve as a customer advocate by escalating trends and process improvement opportunities.
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2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.
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Excellent verbal and written communication skills.
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Strong relationship-building and problem-solving capabilities.
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Experience using CRM and customer engagement platforms.
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Ability to work in a performance-driven environment with measurable goals.
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Gaming, sportsbook, casino, financial services, or telecom experience preferred.
ADDITONAL REQUIREMENTS
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Customer activation and conversion rates
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First-time deposit conversions
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Customer reactivation volume
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Revenue recovered and retained
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Outreach productivity and quality scores
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Customer satisfaction metrics
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Resolution completion rates