Account Management Specialist (Igaming)

TL;DR

Account Management Specialist (Igaming): Managing a portfolio of high-potential player accounts to deliver world-class support and drive retention with an accent on providing personalized service to high-activity players. Focus on resolving complex customer queries, utilizing reporting dashboards for proactive account engagement, and optimizing the player journey to contribute to overall business revenue.

Location: Must be based in Toronto

Salary: CAD 61,000–68,050 per year

Company

hirify.global is an interactive entertainment company that develops world-class, free-to-play online social games including Chumba Casino, Global Poker, and LuckyLand Slots.

What you will do

• Manage a portfolio of high-potential and high-activity player accounts by providing prompt, helpful, and friendly service.
• Resolve complex customer inquiries while de-escalating difficult situations with empathy and professionalism.
• Use reporting dashboards to perform proactive tasks that enhance key moments in the customer journey.
• Identify retention opportunities and escalate high-quality players to Account Managers to drive business revenue.
• Collaborate closely with internal stakeholders to stay updated on departmental releases and business mandates.
• Maintain a consistent 5-day work schedule (Sunday–Thursday or Tuesday–Saturday) to ensure reliable player support.

Requirements

• Minimum of 3 years of experience in customer service or supporting an Account Manager at a coordinator level.
• Proficiency with CRM tools like Salesforce or Zendesk.
• Proven ability to build and maintain strong relationships with customers.
• Strategic time management skills with the ability to prioritize urgent versus important tasks.
• Flexibility to work weekends and holidays as part of a regular roster.

Nice to have

• Previous experience managing a portfolio of accounts.

Culture & Benefits

• Competitive compensation package with comprehensive benefits.
• Emphasis on a diverse, inclusive, and supportive work environment.
• Focus on work-life balance with flexible working arrangements.
• Opportunities for professional growth, learning, and career advancement within the company.
• Inclusive workplace culture featuring regular social gatherings and team events.