Player Support & Engagement Lead — Owl.Games

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About Owl.Games

Owl.Games is a licensed and rapidly growing crypto casino offering slots, live casino, originals, and sportsbook. We operate with speed, precision, and a strong focus on long-term player satisfaction.

To match the support and engagement standards of leading crypto casinos, we are expanding our team with a dedicated Player Support & Engagement Lead. This role focuses on proactive player engagement, bonus management, VIP retention, and building a casino-oriented support culture.

Role Overview

You will be responsible for developing and managing:

• Proactive player outreach (level-ups, losing streaks, inactivity, VIP triggers)
• Bonus-granting workflows (reloads, lossback, cashback, level rewards)
• Support team quality, training, and evaluation
• Intercom operations, automation, and inbox management
• Retention-driven player journeys and communication logic
• VIP player retention, including personalised communication, tailored offers, and long-term relationship management

This is a hybrid role combining leadership, hands-on execution, and full process ownership.

Key Responsibilities

Proactive Player Engagement

• Develop outreach triggers for key player moments such as level-ups, cold streaks, reactivation, and high-value activity.
• Personalize communication for different player segments, including VIP and high-value cohorts.
• Execute and optimize messaging inside Intercom to ensure consistency and alignment with Owl.Games' tone.

Bonus & Promotion Management

• Define clear rules for bonuses including reloads, cashbacks, lossback, level rewards, and goodwill credits.
• Approve and supervise bonus issuance performed by the support team.
• Train agents on correct bonus application, risk awareness, and abuse prevention.
• Work closely with Risk/Fraud to identify and prevent bonus exploitation.
• Track the performance and ROI of bonuses across player segments, including VIPs.

VIP Player Retention

• Maintain close communication with active, high-value, and VIP players.
• Develop personalised retention strategies and tailored bonus offerings.
• Identify churn risk among VIP players and execute recovery outreach.
• Collaborate with VIP, CRM, and product teams to enhance the overall VIP experience.

Support Team Training & Monitoring

• Train agents on casino knowledge, Intercom usage, and bonus workflows.
• Build and maintain SOPs, scripts, escalation guides, and bonus policies.
• Monitor Intercom conversations daily for tone, accuracy, and quality.
• Conduct regular feedback sessions and performance reviews.
• Manage key support KPIs such as CSAT, response time, resolution time, bonus accuracy, and outreach results.

Operations, Reporting, and Intercom Management

• Own and manage all Intercom setup: inbox segmentation, automation, rules, macros, tagging, and assignments.
• Build weekly and monthly reports for engagement, retention, VIP activity, and support performance.
• Identify workflow gaps and propose improvements to player journeys and support efficiency.
• Work cross-functionally with VIP, CRM, Product, and Risk teams to optimize the overall experience.

Requirements

Mandatory Experience

• Minimum 3 years of experience in iGaming (casino, sportsbook, VIP, CRM, player relations, or risk).
• Strong hands-on experience with Intercom (automation, segmentation, workflows, macros, inbox rules).
• Experience issuing bonuses and understanding wagering, rollover rules, and common abuse patterns.
• Experience training or supervising support agents.
• Excellent written English with a chat-focused communication style.
• Strong understanding of player psychology, retention mechanisms, VIP behaviour, and crypto transactions.

Nice to Have

• Experience with top-tier crypto casinos (Stake, BC.Game, Duelbits, Rollbit, Gamdom, Roobet, Shuffle).
• Experience managing VIP players directly.
• Additional languages (Serbian, Spanish, Portuguese).
• Technical familiarity with blockchain transactions.

What Owl.Games Offers

• Salary paid in USDT/USDC
• Quarterly performance bonuses tied to player engagement, retention, and support KPIs.
• Full ownership of the Player Support & Engagement function.
• Fast-moving environment with direct access to product and leadership.
• Growth opportunity into Head of Player Experience.

Apply here 👉 Player Support & Engagement Lead — Owl.Games