VIP Support Agent (iGaming)

Whats Up Partners is a product company operating brands in Tier-1 markets, founded in 2023. We have several brands in the iGaming niche, which we are actively developing and never stop improving.

🚀 Where we are headed
We are growing rapidly: from a flexible startup, we are transforming into a structured business with clear processes and systematic management. Ahead — entering new geographies with our products.
We systematically apply new approaches, platforms, and solutions, while maintaining a constant focus on improving our current brands.

👥 Team and culture
We currently have about 30 specialists, and we continue to grow. Our hubs in Kyiv and Warsaw create space for work and development, providing the team with comfortable and flexible conditions regardless of location.

🔸 Our values:
These are not just words — they are a way of thinking, a shared energy, and the basis for our decisions through curiosity and ambition for scale.

🔓 Openness — We are honest and trust each other.
❤️ Caring — We are emotionally involved in what we do.
🔍 Diving deep to really understand the essence — you know how to do a Deep Dive.
🎨 Creativity — New ideas, unconventional approaches, innovations — this is how we think.
✅ Focus on results — Getting Things Done.

We are looking for VIP Support Agent (iGaming)
 

Your Mission
As a VIP Support Agent, you will be the first point of contact for VIP players, ensuring they receive top-level support, quick resolutions, and a personalized approach in every interaction. You’ll work closely with the VIP Management team to create a seamless and premium customer journey.
 

Responsibilities:

• provide prompt and professional support to VIP players via live chat, email, phone, and messengers (Telegram/WhatsApp);
• resolve inquiries related to bonuses, payments, accounts, and technical issues with accuracy and empathy; 
• maintain a professional and personalized communication style tailored to each VIP client;
• escalate cases to VIP Managers when needed and collaborate on delivering the best player experience;
• track and report VIP cases, ensuring proper follow-up and timely resolutions;
• support retention and loyalty strategies by building strong relationships with VIP players;
• ensure compliance with company policies, Responsible Gaming, and AML procedures.
   

Requirements:

• 1+ year of experience in customer support, ideally in iGaming or a fast-paced digital environment;
• strong written and verbal communication skills in English (C1 or above). Additional languages (DE, GR, ES, RU, UA) are a big plus;
• ability to handle high-value clients with discretion, professionalism, and empathy;
• experience with CRM systems, helpdesk platforms (Zendesk, LiveChat, HelpDesk) and messengers (Telegram, WhatsApp);
• strong problem-solving skills, attention to detail, and ability to multitask;
• willingness to work flexible shifts (including evenings and weekends).
   

Soft Skills:

• Emotional intelligence and empathy;
• Resilience to stress and calmness under pressure;
• Proactive and solution-oriented mindset;
• Excellent communication skills and ability to work in a team;
• Time management and prioritization skills.
   

🚀 What we offer:

• direct access to VIP players and exposure to VIP management;
• working days: Wednesday through Sunday inclusive, Monday and Tuesday are days off (negotiable). Working hours: 2:00 p.m. to 11:00 p.m.;
• the opportunity to make reservations in Ukraine;
• competitive salary + performance-based bonuses (related to customer retention, LTV, and NGR);
• professional and career growth — you will work for a company that supports initiative, invests in development, and encourages growth within the team;
• interesting tasks that require creative thinking and non-standard solutions;
• a strong, respectful, and friendly team that values results and humanity;
• training and development: the opportunity to attend courses, trainings, and specialized events at the company's expense;
• paid sick leave and vacation.