Key Account Manager

2 hours ago

Toronto, Ontario, Canada NSUS Group Full time US$100,000 - US$120,000 per year

Company Overview:

Join our creative and innovative team as we connect and entertain players all around the world, creating exciting experiences and lasting connections, on the world's largest online poker network and biggest poker events

Home of the World Champion Daniel Negreanu, Winner of the Best Poker Software, and Guinness World Records holder of the largest ever online poker prize pool, GGPoker has taken the only poker world by storm.

HQ'ed in Toronto with offices in 9 major cities and 700 top international talents, NSUS is an industry-leading global company dedicated to shaping the future of gaming. GGPoker holds the largest online poker market share globally, and we are looking for dynamic, innovative, and passionate team members to be part of the World's #1.

Position Overview:

The Key Account Manager manages GGPoker's worldwide agent network, collaborating with partners who have strong local presence and unique fundamental qualities that enable them to bring high-quality players from their respective markets.

As an Agent Relations Specialist, you'll manage daily communications with agents across multiple channels, monitor performance, enforce policies, resolve requests, and coordinate with cross-functional teams. This is a full-time, onsite position based in our Toronto office.

Duties and Responsibilities:

  • Agent Communication & Relationship Management
  • Serve as primary contact for agents across multiple channels
  • Respond promptly to agent inquiries, requests, and escalations
  • Build strong working relationships with agents across different markets and time zones
  • Handle sensitive conversations including policy enforcement and performance feedback
  • Data Analysis & Reporting
  • Track performance metrics and flag underperforming agents for review and follow-up
  • Analyze agent performance data to identify trends, risks, and opportunities
  • Support commission analysis and provide actionable insights
  • Operations & Policy Compliance
  • Review prospective agents and support onboarding processes
  • Monitor agent activity to identify irregularities and enforce policy compliance
  • Cross-Functional Coordination
  • Coordinate with multiple teams to resolve issues and implement operational changes
  • Work with development teams to troubleshoot technical issues and improve internal tools

Requirements:

  • Strong communication skills across cultures and time zones
  • Highly organized; able to manage multiple ongoing conversations simultaneously
  • Analytical mindset with data interpretation skills
  • Comfortable in fast-paced, evolving environments
  • Excel/Google Sheets proficiency preferred
  • Fluency in English; additional languages a strong asset
  • Experience in operations, account management, or the iGaming industry

Compensation:

  • Annual raise based on performance
  • Discretionary bonus
  • Competitive and flexible benefits after the probationary period
  • Coverage for commute
  • Endless snacks, coffee, tea, and beverages
  • Work with and learn from the very best in the iGaming industry

We are an equal-opportunity employer and we are committed to building a diverse, inclusive, and welcoming workplace for all. NSUS is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, NSUS will make accommodations available to applicants with disabilities upon request during the recruitment process.

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