JarvisHeart

About the Role:

We are looking for a senior Retention leader to build and own the retention function for our iGaming brands (casino & sportsbook). Your work will directly impact revenue, LTV, and product growth across Tier-1 markets and future expansion to Tier-2 and Tier-3.

You will design and execute a retention strategy (from scratch or by upgrading an existing one), build a strong data culture, and own VIP, segmentation, lifecycle communications, and monetisation mechanics.
 

Responsibilities:

• Develop and execute Retention and Reactivation strategies for products in Tier-1 markets
• Manage CRM channels: email, push, SMS, WhatsApp, on-site notifications
• Scale and optimize automated campaigns (RegNoDep, Onboarding, Reactivation/AWOL, upsell, churn prevention, RFM, etc.)
• Build and continuously improve player segmentation (behavior- and value-based)
• Manage bonuses, gamification mechanics, loyalty programs, and VIP programs
• Improve key retention metrics, control bonus emission and wagering performance
• Maintain a promo calendar for CRM campaigns and tournaments
• Continuously optimize retention funnels
• Closely collaborate with cross-functional teams (Product, Analytics, Marketing, VIP, Games)
• Analyze performance and report on Retention KPIs

Requirements:

• 4+ years of experience in CRM (at least 2 years in a leadership role)
• Strategic mindset combined with strong hands-on execution
• Data-driven approach with strong analytical skills (experience with BI tools)
• Proven results in Tier-1 markets (e.g. Canada, UK, DACH, Nordics)
• Experience with CRM platforms (Customer.io, Smartico, Intarget, Optimove, FastTrack, etc.)
• Hands-on experience with segmentation, loyalty programs, tournaments, and gamification
• Practical experience with A/B testing and experimentation

Soft Skills:

• Strong leadership and motivation skills
• High level of ownership and autonomy; fast decision-making
• Comfortable working in a fast-paced Tier-1 environment

What We Offer

• Competitive salary
• Work in a product company that develops modern IT solutions in the iGaming industry
• A well-established CRM team to support your ideas (email specialists, bonus manager, copywriter, designer)
• Open communication and support for your initiatives
• Flexible schedule and remote work format
• 17 vacation days – Enjoy our vacation policy to recharge and explore. We believe work-life balance is key to personal and professional well-being
• 15 paid sick days – Your health matters. We offer paid sick leave to ensure you can recover without financial stress
• Insurance after the probation period – After completing probation, you’ll get access to our comprehensive insurance plan
• Public holidays off – Take time to celebrate and enjoy national holidays with friends and family
• Work equipment provided – We provide all necessary equipment to help you work efficiently and comfortably

JarvisHeart is a rapidly expanding global IT & Tech company based in Cyprus, dedicated to its team, providing an inspiring dynamic work culture.

Established in 2024, we are aimed to deliver services and solutions for businesses. We attract and retain the best IT professionals, offering avenues for development and progress to provide exceptional solutions to clients around the globe. Join us and become a part of JarvisHeart’s success story.

Position Overview

The Casino Customer Support Supervisor is responsible for the day-to-day management and performance of the Customer Support team. This role ensures high-quality service delivery, operational efficiency, and continuous improvement of support processes.

The Supervisor acts as a mentor, coach, and leader, maintaining service excellence and enhancing customer satisfaction.

Key Responsibilities

1. Team Supervision & Operations

• Oversee daily customer support operations (live chat, email).
• Monitor workload distribution and ensure adequate shift coverage.
• Tight cooperation with the outsource team(s).
• Ensure timely and professional handling of customer inquiries and escalations.
• Act as the first point of escalation for complex or sensitive cases.
• Handling escalations (deposits, withdrawals, bonuses, KYC, technical issues)

2. Performance Management

• Regularly track and analyze KPIs (FCR, AHT, CSAT, response time, resolution time, etc.).
• Conduct performance reviews and 1:1 meetings with team members.
• Identify performance gaps and implement corrective action plans.
• Prepare performance and productivity reports for management.

3. Quality Assurance

• Conduct regular quality checks of customer interactions (chat/email/calls).
• Review dialog quality, tone of voice, compliance, and adherence to brand standards.
• Provide structured feedback based on QA findings.
• Ensure compliance with internal policies and regulatory requirements.
• Handling VIP users and managing complex individual cases.

4. Training & Development

• Organize onboarding and continuous training programs.
• Deliver coaching sessions and skill development workshops.
• Mentor team members to improve communication, problem-solving, and product knowledge.
• Create and update training materials and SOPs.

5. Process Improvement

• Identify inefficiencies in workflows and propose optimization solutions.
• Collaborate with Product, Payments, Risk, and CRM teams to improve customer experience.
• Collaboration with the Anti-Fraud team on user cases and suspicious activity.
• Participate in implementing new tools, automation, and support technologies.
• Maintain and improve internal knowledge base documentation.
• Analyzing user feedback and support tickets to identify website bottlenecks or complex user flow issues

6. Team Engagement & Culture

• Foster a positive, accountable, and performance-driven team culture.
• Motivate team members and encourage ownership.
• Support conflict resolution within the team.

• Promote customer-centric thinking across the department.

   

Required Skills & Qualifications

• 2+ years of experience in online casino or iGaming customer support.
• 1+ year of supervisory or team lead experience.
• Strong understanding of responsible gaming and compliance standards.
• Excellent communication and leadership skills.
• Experience with CRM systems and support platforms.
• Strong analytical and reporting skills.
• Ability to work in a fast-paced, 24/7 environment.

What We Offer

• Competitive salary.
• Work in a product company that develops modern IT solutions in the iGaming industry.
• A well-established CRM team to support your ideas (email specialists, bonus manager, copywriter, designer).
• Open communication and support for your initiatives.
• Flexible schedule and remote work format.
• 17 vacation days — Enjoy our vacation policy to recharge and explore. We believe work-life balance is key to personal and professional well-being.
• 15 paid sick days — Your health matters. We offer paid sick leave to ensure you can recover without financial stress.
• Insurance after the probation period — After completing probation, you’ll get access to our comprehensive insurance plan.
• Public holidays off — Take time to celebrate and enjoy national holidays with friends and family.
• Work equipment provided — We provide all necessary equipment to help you work efficiently and comfortably.