VIP Customer support

VIP Manager — Crypto Casino Project

We’re looking for an experienced and proactive VIP Manager to join our Crypto Casino project. Your mission is to deliver a top-tier personalized experience to VIP and Pre-VIP players — increasing their engagement, deposits, and retention through strong relationships and data-driven communication.

🎯 Role Mission

Build trust and loyalty with high-value players by providing exceptional service, personalized offers, and consistent engagement. You’ll work with both existing and potential VIPs — including reactivation of cold leads — to drive player activity and long-term value.

💼 Key Responsibilities

• Manage active and dormant VIP / Pre-VIP players: communication, reactivation, and retention
• Provide personalized support to high-value clients (bonuses, consultations, special offers)
• Reactivate cold leads through email, Telegram, WhatsApp, and calls
• Offer tailored bonuses and reload campaigns according to the approved VIP matrix
• Analyze player activity: deposits, stakes, win/loss, frequency, and average ticket
• Monitor engagement and retention KPIs
• Collaborate with Support, Loyalty, Antifraud, and Payments teams to ensure smooth VIP service
• Prepare reports on player activity, campaign performance, and insights

🚀 Goals for the 3-Month Probation Period

• Review the current VIP database and communication processes
• Reactivate at least 5% of players from the cold base
• Onboard 10–15 new VIP / Pre-VIP clients for personal management
• Launch at least 3 personalized bonus campaigns (reload / cashback / exclusive offers)
• Achieve a +20% increase in deposits among reactivated players
• Provide weekly reports summarizing communications, results, and player feedback

🧭 Core Areas of Responsibility

• Manage inbound and outbound communications via LiveChat, Telegram, WhatsApp, and email
• Reactivate inactive and cold players through tailored offers and bonuses
• Track daily metrics: active players, reactivations, deposits, and win/loss
• Increase activity and deposit levels of existing clients
• Collect feedback and share player insights with product and marketing teams
• Work closely with Support, Antifraud, Payments, and CRM teams for fast and accurate VIP handling

💡 What We Expect

• 2+ years of experience in VIP / Retention / Account Management (preferably iGaming, betting, or crypto)
• Strong communication and client relationship skills
• Confident use of Telegram, WhatsApp Business, and CRM tools
• Solid understanding of metrics: Net Deposit, GGR, LTV, Retention D7/D30
• Excellent written and spoken communication
• English — B2+ (required), Ukrainian — fluent
   

🕒 Work Schedule

• 5/2 flexible shift schedule; availability required during active player communication hours
   

🌟 Why Join Us

• Work in a fast-growing crypto iGaming project with an international audience
• Direct impact on player loyalty, retention, and project revenue
• Creative freedom to test new communication and reactivation strategies
• Supportive, dynamic, and data-driven team environment