VIP Account Manager

This is a fully remote position, open to applicants in Ukraine, +1 more country.

📋 Description

• Oversee a designated portfolio of VIP players.

• Establish and nurture long-term relationships with high-value clients.

• Deliver tailored communication aligned with player preferences.

• Ensure exceptional player satisfaction and engagement.

• Interact with, reactivate, and retain active and dormant VIP players through LiveChat, email, Telegram, WhatsApp, and phone calls.

• Offer personalized support, assistance, bonus offers, and consultations to high-value clients.

• Provide customized bonuses and reload promotions according to the approved VIP matrix.

• Analyze deposit patterns, betting activity, win/loss ratios, frequency, and average bet size.

• Manage significant wins and losses with professionalism.

• Coordinate with support, loyalty, anti-fraud, and payments teams to address VIP requests.

• Recognize indicators of risky or problematic player behavior.

• Escalate pertinent cases as needed.

• Adhere to Responsible Gaming and compliance regulations.

⛳️ Requirements

• Minimum of 1 year of experience in a VIP Manager, VIP Support, or Customer Retention Specialist role (iGaming, betting, crypto).

• Demonstrated experience in direct communication with VIP clients (via chat/messengers).

• Strong skills in objection handling and client retention.

• Knowledge of bonus mechanics and the capability to utilize them effectively.

• Proficient in Telegram, WhatsApp, LiveChat, and CRM systems.

• Basic understanding of Deposit, GGR, LTV, Retention, and Hold metrics.

• Excellent written and verbal communication abilities.

• English proficiency: B2+ (mandatory).

• Fluency in Ukrainian.

• Willingness to work a 5 days on / 2 days off schedule with rotating days off.

• Availability for shifts from 15:00–00:00, 11:00–20:00, or 08:00–17:00.

🏝️ Benefits

• Flexible payment options: select the method that suits you best.

• Tax assistance provided: we manage part of your taxes and offer guidance on local setups.

• Bonuses for holidays, birthdays, work milestones, and more.

• Coverage for courses and certifications.

• Opportunities for career advancement.

• Benefit Cafeteria: access to sports, language courses, therapy sessions, and more.

• Team-building events and industry conferences, both online and offline.

• Provision of new laptops and essential peripherals such as monitors and headphones.