Senior Premium Customer Care Specialist (iGaming)

TL;DR

Senior Premium Customer Care Specialist (iGaming): Providing high-level customer support and account management for hirify.global's premium digital customers, with an accent on building relationships, upselling, cross-selling, and issue resolution for iCasino, iLottery, and iSports offerings. Focus on creating value-added opportunities, managing inquiries with a retention mindset, and ensuring compliance with responsible gambling standards.

Location: Required to work fully onsite in Canada and be flexible to work a variety of shifts between 8:00am and 12:00 midnight, including weekdays, weekends and holidays.

Salary: $66,400–$99,600 CAD

Company

hirify.global is an organization committed to providing exemplary support to its premium customers in the gaming and entertainment sector.

What you will do

• Provide day-to-day support to premium iCasino, iLottery, and iSports customers via phone, chat, and email.
• Conduct both inbound and outbound interactions for premium and potential customers for retention and targeted promotions.
• Manage customer inquiries with an account management and player retention mindset.
• Complete outbound digital premium customer calls to deliver targeted promotions and create value-added opportunities.
• Represent the hirify.global brand at live customer appreciation events.
• Document and record all customer interactions to monitor experiences and escalate common themes or issues.
• Maintain and develop knowledge of hirify.global’s products, services, promotions, and live events.
• Uphold the high standards of Responsible Gambling and PlaySmart in all premium service interactions.

Requirements

• Post-secondary degree or diploma in a relevant field or equivalent.
• 3+ years of customer service experience in Gaming/Entertainment operations.
• Experience working in complex and challenging environments and with VIP/Premium customer relationship management.
• Understanding of VIPs, marketing, CRM, and operations.
• Proficiency in customer service (verbal and written), communication, interpersonal, problem-solving, and troubleshooting.
• Flexibility to work a variety of shifts between 8:00am and 12:00 midnight, including weekdays, weekends, and holidays.

Nice to have

• Bilingual (English/French) proficiency.

Culture & Benefits

• Access to comprehensive, employer-paid group benefits coverage for eligible permanent employees.
• Participation in a highly desirable defined benefit Public Service Pension Plan.
• Opportunity to participate in a performance-based incentive (Variable Pay Program).
• Competitive paid time-off provisions to support work-life balance and well-being.
• Access to new opportunities and personalized support programs for professional growth.
• 24/7 access to robust online learning programs.
• Commitment to Equity, diversity, and inclusion as a core part of hirify.global’s culture.

Hiring process

• Apply online by February 5, 2026.
• Only those selected for an interview will be contacted.
• Employment accommodation is available in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.