We are looking for a VIP Account Manager who will be responsible for delivering exceptional, personalized service to our most valued players. You will act as a trusted point of contact, ensuring a premium experience through tailored support, proactive engagement, and deep understanding of client needs. This role requires a client-first mindset, attention to detail, and the ability to solve complex issues efficiently and empathetically.
Requirements: — Excellent communication skills (written and verbal) in English, additional languages are a plus — Proven experience in VIP account management, customer success, or a similar client-facing role, preferably in iGaming or a related industry — Strong problem-solving skills with the ability to handle sensitive and complex issues (e.g. payments, bonuses, verification) with discretion and professionalism — Relationship-building expertise and a proactive approach to customer engagement — Deep understanding of customer behavior, especially in high-value segments — Ability to analyze player activity data and identify trends, opportunities, and risks — Collaborative mindset with experience working across multiple departments (Customer Support, Product, CRM, etc.) — Flexibility and adaptability — able to prioritize in a fast-paced, dynamic environment — Attention to detail and a high level of organization — Experience working with CRM tools and support platforms (e.g., Zendesk, Salesforce, or similar) — Willingness to work shifts and be available outside standard hours for VIP client needs
Your future responsibilities: — Provide personalized support via chat, email, phone, and messengers to VIP clients — Resolve complex issues related to payments, bonuses, verification, and gameplay — Build and maintain trusted long-term relationships with high-value players — Conduct proactive outreach and regular check-ins to ensure client satisfaction — Collaborate effectively with Customer Support, RFPD, QA, Product, and CRM teams — Share client insights to improve products and processes — Coordinate special requests and custom solutions for VIP players — Monitor daily player activity and gaming patterns of VIP clients — Identify at-risk players and implement retention strategies — Offer personalized bonuses and promotional campaigns — Celebrate player milestones and significant events — Ensure strict adherence to internal policies and procedures — Track key metrics including retention rates, satisfaction scores, and response times
What we can offer for you: — We offer flexible working hours and remote work setup, enabling you to plan your work around your life and not your life around work! — We offer unlimited vacation days, and we provide sick leave of paid. — We are ready to offer relocation support for candidates. — A competitive compensation that values the skills and experience you bring. — Employee referral bonus and gifts for your special days. — Financial support in 50% for learning expenses to help you in your professional growth! — With us, you will experience a positive atmosphere and a company culture where people are valued above all else. You’ll also have the opportunity to participate in fun team-building activities.
Ready to take the next step in your career? Send us your CV — our recruitment team is waiting to hear from you!
