Success Specialist (German)

Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We're here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role:
We are seeking a motivated and fluent German-speaking Success Specialist to join our dynamic Success Team. This is a proactive outbound role focused on re-engaging German-speaking players who have become inactive or experienced failed deposit attempts. You will speak directly with players by phone, rebuild interest in the brand, present relevant offers clearly, and encourage players to return in a professional, personalised, and compliant way. Success in this role requires strong communication, resilience, attention to detail, and the ability to balance commercial performance with responsible gambling awareness and long-term player trust.

Key Responsibilities:

• Proactively reach out to German-speaking players by phone to support player reactivation and targeted outbound campaigns.
• Tailor outreach based on each player's activity, preferences, previous issues, and brand experience.
• Communicate offers clearly and transparently, including wagering requirements, limits, validity, and eligibility.
• Log call outcomes, player notes, and follow-up actions accurately and promptly.
• Escalate unresolved player issues to the correct internal team with clear notes and context.
• Ensure all outreach is professional, compliant, and aligned with internal call-handling standards.

What Success Looks Like:

• Consistently contribute to monthly reactivation and performance targets.
• Deliver results while maintaining professional and responsible player interactions.

Requirements:

• Native or fluent German speaker with excellent written and verbal communication.
• Proficient in English (for internal communication).
• Experience in customer success, telesales, retention, account management, or customer-facing roles, preferably in iGaming, fintech, or SaaS.
• Comfortable with outbound phone based player interaction.
• Confident handling objections, rejection, low-engagement players, and difficult conversations.
• Resilient and target-oriented while remaining professional and player-focused.
• Strong attention to detail when updating player notes, tags, call outcomes, and follow-up actions.
• Comfortable receiving call coaching, quality feedback, and performance reviews.
• Ability to work independently and as part of a performance-driven team.

Nice to have:

• Experience using outbound dialer systems or call-tracking tools.
• Previous experience working in regulated markets.
• Knowledge of iGaming, casino products, bonuses, wagering requirements, or player retention.

What we Offer:

• Attractive remuneration package.
• Monthly bonus based on performance and deposit conversion.
• Wellness benefit (after probation).
• Optician/Spectacle and Blue Lens Benefit (after probation).
• Health Insurance
• Breakfast/lunch all week.
• Monthly snacks allowance.
• Training support.
• Refer a friend bonus.
• Modern office facilities.
• Exciting Company Events.
• Relocation package (if applicable).

You should not apply if...

• You are uncomfortable with outbound phone-based work and daily performance targets.
• You prefer a purely reactive customer support role rather than a proactive success and reactivation role.
• You struggle to receive feedback, coaching, or call-quality reviews.
• You are not comfortable working in a regulated iGaming environment with strict responsible gambling expectations.