--- title: Account Closure and Retention Specialist (iGaming) at Confidential description: We are looking for an Account Closure & Retention Specialist to manage player closure requests, understand why customers want to leave, and resolve issues that affect their experience. The role combin --- # Account Closure and Retention Specialist (iGaming) **Company:** Confidential **Location:** Georgia **Posted:** 2026-09-28 **Apply by:** 2026-11-12 [Apply / View original posting](https://www.linkedin.com/jobs/view/4472483675) ## Job description We are looking for an Account Closure & Retention Specialist to manage player closure requests, understand why customers want to leave, and resolve issues that affect their experience. The role combines customer support, complaint handling, and retention. You will identify appropriate opportunities to retain eligible customers while ensuring closure requests are handled promptly and responsible gambling concerns receive the correct attention. Key Responsibilities Handle account closure requests through live chat, email, and phone where required. Understand and accurately record closure reasons, including service dissatisfaction, payment issues, technical problems, and promotional concerns. Review account history and previous interactions to provide relevant, personalised assistance. Resolve customer concerns directly where possible and coordinate with Payments, Risk, VIP, CRM, and technical teams when needed. Retain eligible customers by addressing the underlying issue and, where appropriate, providing approved offers within company guidelines and budget limits. Explain offer terms clearly and avoid making commitments outside your authority. Working on re activation campaigns Respect the customer’s final decision and complete closure requests without unnecessary delays or repeated retention attempts. Identify self-exclusion requests and signs of gambling-related harm, stop retention activity, and follow the responsible gambling procedure immediately. Coordinate the handling of remaining balances, pending withdrawals, and unresolved cases with the relevant teams. Keep accurate records of customer conversations, actions, offers, closure reasons, and outcomes. Highlight recurring reasons for closure and recommend improvements to the customer experience. Requirements Previous experience in online gambling customer support, retention, reactivation ,VIP, or a similar customer-facing role. Strong written and verbal English; additional languages are an advantage. Understanding of online casino operations, bonuses, payments, and common player concerns. Confident communication, active listening, and problem-solving skills. Ability to handle dissatisfied customers calmly and professionally. Commercial awareness and the ability to recognise appropriate retention opportunities without pressuring customers. Understanding of responsible gambling, self-exclusion, and when retention activity must stop. Availability to work shifts, including weekends where required. --- 🔔 [Monitor similar jobs on Gurify](https://gurify.com/?utm_source=techgeo&utm_medium=jobboard&utm_campaign=monitor_similar&role=Account+Closure+and+Retention+Specialist+%28iGaming%29) — get alerted when matching roles are posted in Georgia. ```json {"@context":"https://schema.org/","@type":"JobPosting","title":"Account Closure and Retention Specialist (iGaming)","description":"

We are looking for an Account Closure & Retention Specialist to manage player closure requests, understand why customers want to leave, and resolve issues that affect their experience. The role combines customer support, complaint handling, and retention. You will identify appropriate opportunities to retain eligible customers while ensuring closure requests are handled promptly and responsible gambling concerns receive the correct attention. Key Responsibilities Handle account closure requests through live chat, email, and phone where required. Understand and accurately record closure reasons, including service dissatisfaction, payment issues, technical problems, and promotional concerns. Review account history and previous interactions to provide relevant, personalised assistance. Resolve customer concerns directly where possible and coordinate with Payments, Risk, VIP, CRM, and technical teams when needed. Retain eligible customers by addressing the underlying issue and, where appropriate, providing approved offers within company guidelines and budget limits. Explain offer terms clearly and avoid making commitments outside your authority. Working on re activation campaigns Respect the customer’s final decision and complete closure requests without unnecessary delays or repeated retention attempts. Identify self-exclusion requests and signs of gambling-related harm, stop retention activity, and follow the responsible gambling procedure immediately. Coordinate the handling of remaining balances, pending withdrawals, and unresolved cases with the relevant teams. Keep accurate records of customer conversations, actions, offers, closure reasons, and outcomes. Highlight recurring reasons for closure and recommend improvements to the customer experience. Requirements Previous experience in online gambling customer support, retention, reactivation ,VIP, or a similar customer-facing role. Strong written and verbal English; additional languages are an advantage. Understanding of online casino operations, bonuses, payments, and common player concerns. Confident communication, active listening, and problem-solving skills. Ability to handle dissatisfied customers calmly and professionally. Commercial awareness and the ability to recognise appropriate retention opportunities without pressuring customers. Understanding of responsible gambling, self-exclusion, and when retention activity must stop. Availability to work shifts, including weekends where required.

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