Our client is a fast-growing US-market tech startup in the entertainment and rewards space. Users play casual games and win real prizes.
This role has two parts. Half of your time goes to their highest-value users: chatting with VIPs, solving their issues and keeping them engaged. The other half goes to choosing the prizes those users play for: browsing Amazon and other stores to find $20 items that people would genuinely want to win.
This isn’t ticket-closing support. It’s relationship management plus a good eye for what people like.
What you’ll do
VIP support (about 50%)
Manage direct communication with VIP and high-value users via in-app chat and other channels
Respond to questions, issues and feedback quickly and with genuine care
Spot patterns in VIP behavior and flag risks or opportunities to the team
Keep a warm, engaging tone that brings users back
Prize selection (about 50%)
Find and pick prizes, mostly around $20, on Amazon and other online stores
Understand what different users (male and female) actually want to win, and keep the prize selection fresh
Use what you hear from VIPs to choose better prizes
Track which prizes get users excited and which don’t
What we’re looking for
3+ years in customer support, VIP or community management at a gaming company (required)
Excellent written English: this is the number one requirement
Sales intuition: you know what makes people want something. A sales background is a strong plus
Highly responsive: US users should get a reply within 8 to 12 hours
Natural communicator who builds rapport with people online
Comfortable working independently in a small startup team
No logistics or procurement experience needed
Format
Fully remote, CET working hours
Part-time, 60%: either 3 days/week (8h/day) or 5 days/week (5h/day)
