VIP Success Manager

Novoplex is a group of companies that develop iGaming products and provide services across various areas of performance marketing.

We are currently looking for a VIP Success Manager to join our team and take care of VIP players while building long-term relationships with them.

What you will do:
• Provide support to VIP players via Live Chat and email;
• Ensure priority service for VIP clients with minimal waiting time;
• Respond to inquiries regarding games, bonuses, promotions, payments, and technical issues;
• Handle complaints and conflict situations with a high level of diplomacy;
• Consult players on terms and conditions of promotions, tournaments, and loyalty programs;
• Assign personalized bonuses, free spins, and cashback.

What you will need for this:
• At least 1 year of experience in customer-facing roles (VIP Success Manager / VIP Support Manager) in the iGaming industry;
• English proficiency at B2 level or higher;
• Knowledge of deposit methods: bank cards, e-wallets (Skrill, Neteller, MuchBetter), cryptocurrencies, and bank transfers;
• Strong communication skills with the ability to build trust with VIP clients, resolve complex issues effectively, and deliver personalized service;
• Experience working with CRM systems such as Salesforce, HubSpot, Zendesk, or Intercom;
• Willingness to work night shifts (4–6 per month).

Why you should be part of Novoplex:
•  Professional development opportunities: compensation for professional courses and events;
•  Fair compensation based on individual contribution;
• Time to rest: 20 working days of paid vacation, a day off on your birthday, and additional days off for significant personal dates. Flexible observance of Ukrainian public holidays;
• Time to recover: 7 paid sick leave days without a medical certificate, unlimited with a certificate. Maternity leave;
• Everything you need for effective work: equipment, power banks, coworking space compensation;
• Work-life balance: remote format, working schedule 8:00–17:00.

If you believe we could be a good match, please review our Hiring Process:

1. First Meet
Thank you for your application. Your CV will be reviewed by our recruitment team. If your skills match the role requirements, a recruiter will contact you to get acquainted and discuss your experience in more detail.
2. Technical Interview
An interview with your potential manager to discuss the skills and knowledge required to work on our projects.
3. Offer Letter
We send you an offer and look forward to welcoming you to our team.

If you feel that we might be a good fit for each other — apply and join us 🚀