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 IMPACT:
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
WHY YOU’LL LOVE IT HERE:
Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
Unlimited vacation days and paid sick leave—because your rest matters.
A competitive compensation that truly reflects your skills and expertise.
Employee referral bonus and gifts to celebrate your special occasions.
50% financial support for learning expenses to supercharge your professional growth!
A positive atmosphere where you always feel respected and truly belong.
Inspirational team-building activities that turn colleagues into best friends.
Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
Co-working space reimbursement to save your nerves from always working from home :)
