Customer Support and player retention

Customer Support and player retention

Job Application Code:  003745 (add this to the application form)

Working Hours: Full Time 40 hours/week, 8-hour shifts, TBD (12pm NZ Time)

Communication: Telegram

Key Skills: Casino back-end experience, retention practices, Fundist platform familiarity

Overview

Key Responsibilities:

• Full-time customer support via instant messaging (no voice calls)
• Main tasks: Deposits, withdrawals, bonuses, special offers
• Player retention practices (identifying profitable players)

   

1. Customer Support (Primary Role)

• Assist players with deposits, withdrawals, and sign-up inquiries.
• Provide guidance on platform navigation and gameplay questions.
• Troubleshoot basic technical issues within the casino backend.
• Respond to customer inquiries via live chat and instant messaging platforms.
• Ensure fast and professional responses to all player concerns.

2. Retention & Engagement Support (Secondary Role, Training Provided)

• Monitor player activity to identify high-value (VIP) customers.
• Issue custom bonuses and special offers to engaged players.
• Support the retention manager in maintaining customer loyalty programs.
• Engage players proactively to encourage continued gameplay.

Candidate Preferences:

• Experience with New Zealanders/Australians preferred
• Background in the Casino industry (Preferred)
• Key question for the candidate: “What’s the best way to increase player gambling revenue?”

Tools: 

• Platform: Fundist (casino back-end)
• Communication: Telegram (primary), Slack (secondary)
• CRM: Fundist for player info, Slack for notifications
• Other tools: Email, Instagram for player contact