Customer Success Specialist

Customer Success Specialist About the Role We’re looking for a proactive and engaging Customer Success Specialist to join our Customer Service (CS) team and help us deliver the best customer experience in the industry. This is a dynamic role where you will be a focal point of contact for our customers, connecting with them directly across phone, chat, and email to drive engagement, satisfaction, and growth.You’ll be the confident, friendly voice of our brand, helping customers get the most out of our platform. You will be expected to adapt dynamically between outbound and inbound activities based on operational needs, ensuring our players feel recognized and supported in every interaction. What You’ll DoYour role will be divided between a primary focus on proactive outreach and a secondary focus on inbound support duties. Primary Focus: Outbound Activation & RetentionContact new and existing customers from assigned cohorts via phone to activate their accounts, promote relevant offers, and encourage continued engagement.Understand customer needs to confidently present relevant promotions, features, or benefits.Actively engage customers to increase player activity and identify opportunities for upsells or tier upgrades.Follow structured outreach cadences with KPIs focused on activation, conversion, and retention. Secondary Focus: Inbound & Multichannel SupportHandle incoming customer inquiries via live chat, email, and phone, providing a positive and efficient resolution.During peak times or when CS agents are on leave or sick, support live chat and email queues to maintain response SLAs.Assist customers with a wide range of inquiries, including promotions, game rules, payment issues, and account details.Clarify Terms and Conditions and advise players on responsible gaming tools, acting proactively on gaming patterns. Customer Onboarding & Risk ManagementAssist customers with the KYC procedure, including the review of documentation.Perform basic checks on newly registered players and accounts with pending withdrawals to identify and evaluate suspicious behaviour.Process withdrawals and liaise with 3rd party payment and fraud providers to resolve player issues. Reporting & InsightsAfter each shift, submit a performance summary detailing calls made, contact rate, conversions, and key customer feedback.Flag any customer trends, objections, or technical issues encountered during your shift.Provide qualitative feedback on call scripts or CRM flows to the Customer Success Team Lead to contribute to continuous process improvement. What We’re Looking For1–2 years’ experience in a customer-facing role within the i-gaming industry (e.g., Customer Service, Retention, VIP, or CRM).Excellent English communication skills (spoken and written) are essential.An additional European language (e.g., Finnish, German, or French) is a strong advantage.Confident making outbound calls and engaging in consultative conversations.A strong customer-centric mindset balanced with a drive for sales and retention.Organized, self-motivated, and comfortable working in a fast-paced, KPI-driven environment. Flexibility to work rotating shifts, including evenings and weekends. Availability for special campaign periods (e.g., major promotional weekends, holidays) may be required with advance notice.Experience with CRM systems, live chat platforms, and Slack is a plus. A mobile phone (company-issued or BYOD) with multi-SIM capability is required to manage outbound calls across different markets. A headset or call-center-quality audio equipment is mandatory for call clarity. Why Join Coastline Gaming?This is a unique opportunity to get in on the ground floor of an exciting new online brand while being backed by the security and leadership of a business with over 40 years of industry experience. We are a team of passionate, forward-thinking people who love what we do and have fun doing it. If you are looking for a role where you can make a real impact and grow your career, this is the place for you.