French speaking Customer Success Specialist

Celesta; Lisboa; On-site; EUR 30,000 - 40,000; Full time

Benefits offered by this job

Health and dental insurance

Other benefits according to the Company's Policy

Job summary

A fast-growing iGaming company in Lisbon seeks a French-speaking Customer Success Specialist to support French players. You will act as the main contact, handling escalated requests and supporting customer service processes. The ideal candidate has a strong background in customer service, fluency in French, and analytical skills. The role is office-based, initially for a 6-month contract with possible renewal, and offers health and dental insurance among other benefits.

Qualifications

• Strong background in customer service, particularly in player support.
• Fluent in French, both written and spoken.
• Ability to work in a performance-driven environment.

Responsibilities

• Act as main contact for French players.
• Support customer service processes for players.
• Handle escalated player requests efficiently.
• Identify churn risks and propose corrective actions.

Skills

Customer service experience

Conflict-resolution skills

Analytical skills

Tools

CS Solutions platform

Job description

Celesta, part of La Royale Group, is a fast-growing iGaming development company dedicated to building next-generation online sports betting experiences. Based in Lisbon, our multidisciplinary team is committed to quality, innovation, and regulatory excellence, creating solutions that engage players and stand out in the highly competitive i-gaming regulated market.

We are looking for a French-speaking Customer Success Specialist to join our Team in Lisbon!

The role is office-based at our offices in the Carnaxide area. It is a 6-month contract, with the possibility of renewal depending on business needs.

Responsibilities

• Act as the main point of contact for French players.
• Oversee and support customer service processes for players.
• Handle escalated player requests (payments, bonuses, KYC, account verification, technical issues).
• Coordinate with risk, fraud, payments, and technical teams to resolve player issues efficiently.
• Monitor SLAs, response times, and customer satisfaction levels.
• Identify churn risks and propose corrective commercial actions.
• Localize and adapt marketing content for French market.
• Provide performance reporting and strategic recommendations to operators.

Requirements

• Strong background in customer service, including handling player support and escalations.
• Understanding of iGaming KPIs (FTDs, GGR, NGR, ARPU, retention rates).
• Familiarity with responsible gaming good practices, AML, KYC, and compliance frameworks.
• Fluent in French (written and spoken).
• Strong conflict-resolution and problem-solving skills.
• Ability to work in a fast-paced, performance-driven environment.
• Experience using CS Solutions platform and player support tools.
• Strong analytical capabilities.

We offer

• Health and dental insurance
• Other benefits according to the Company's Policy