VIP Account Manager

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

📋 Description

• Manage incoming communications from VIP and pre-VIP players via live chat, email, and messaging platforms.

• Introduce the VIP program, outline its benefits, and cultivate relationships with players who transition into VIP status.

• Establish and sustain personalized, long-term connections with VIP players.

• Deliver exceptional support and resolve player issues comprehensively.

• Conduct follow-ups on campaigns, perform targeted outreach, and gather feedback for designated player segments.

• Recognize retention risks and shifts in player behavior, taking proactive measures accordingly.

• Re-engage inactive VIP players and assist in their reintegration into the platform.

• Communicate tailored bonuses, promotions, and exclusive offers in line with the VIP strategy.

• Clearly articulate the terms of bonuses and promotions.

• Collaborate with Payments, Support, and Risk teams to address complex player issues.

• Make outbound calls as needed.

• Keep precise records of player interactions, preferences, and feedback in the CRM.

• Monitor player activities and basic performance metrics to uncover retention and engagement opportunities.

• Achieve individual and team KPIs related to retention, reactivation, deposits, and player engagement.

⛳️ Requirements

• Prior experience in customer support, account management, VIP services, sales, or a comparable client-facing position.

• Background in iGaming, online casinos, betting, or VIP/premium customer service is highly advantageous.

• Proficient in English and Italian — essential for daily communication.

• Fluent in Ukrainian or Russian — necessary for team interaction.

• Excellent communication and relationship-building abilities.

• Proactive mindset with a readiness to take initiative without always awaiting detailed instructions.

• Capability to manage a high volume of messages while ensuring quality communication.

• Strong problem-solving skills and the ability to navigate complex customer situations independently.

• Customer-centric perspective focused on fostering long-term relationships.

• Proficient in using chats, messaging apps, email, and occasionally making outbound calls.

• Familiarity with CRM systems and basic data analysis is a plus.

• Comfortable working in a shift-based setting, including weekends and holidays.

• Ability to thrive in a fast-paced environment while maintaining a keen eye for detail.

🏝️ Benefits

• Children Allowance

• Mental Health Support

• Sport Activities

• Language Courses

• Automotive Services

• Veterinary Services

• Home Office Setup Assistance

• Dental Services

• Books and Stationery

• Training Compensation

• Massage