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.
HOW YOU WILL MAKE AN IMPAKT:
- 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 WILL HELP YOU SUCCEED IN THE ROLE:
- 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
NICE TO HAVE:
- Knowledge of German, Spanish, French or other additional languages
- Understanding of sports betting products and player behavior
- Experience working with different back-office/admin systems
WHAT WE OFFER:
- Flexible working hours and a remote-first setup, so you can plan work around your life — not your life around work.
- Unlimited vacation and paid sick leave, because taking time to rest shouldn’t feel like a luxury.
- Competitive compensation that reflects your skills, experience, and impact.
- Flexible Benefits — a monthly budget you can spend on sports, healthcare, therapy, or language learning. Your benefits, your choice.
- 50% reimbursement for professional learning and development to help you keep growing.
- Employee referral bonuses and gifts to celebrate your special occasions.
- A supportive team culture built on trust, respect, and collaboration.
- Regular online and offline team events to connect beyond work.
- Co-working space reimbursement for teammates based in Ukraine, whenever you need a change of scenery.