Communication Trainer/Quality Control Coach

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. Join us as a VIP Communication Trainer/Quality Control Coach, where you transform the way high-value players are understood and engaged by turning human behavior into powerful communication that drives retention and trust. You’ll shape how teams interact in the most challenging situations - from emotional escalations to churn risks, by building approaches that directly influence player loyalty and business performance.
 

Requirements:

• Minimum of 2 years of experience as a VIP Communication Trainer, Quality Trainer, Coach, or Psychologist in a high-risk industry, experience in iGaming is a plus.
• Background in psychology, behavioral science, or applied communication.
• Experience coaching teams in sales, retention, or customer success environments.
• Strong understanding of player behavior, motivation, and decision-making patterns.
• Ability to design structured communication frameworks, scripts, and playbooks.
• Experience working with edge cases (losses, frustration, churn risk, emotional clients).
   

Desired / Preferred Skills:

• Experience in iGaming / betting / high-risk industries.
• Background in gambling psychology or addiction-aware communication.
• Experience working with VIP or luxury segments.
• Experience building training programs, workshops, and QA frameworks.
• Understanding of responsible gaming principles.
    

Expected Duties / Responsibilities:

• Develop and implement VIP communication frameworks and guidelines.
• Train VIP Managers on:
  • how to build trust and long-term relationships.
  • how to increase deposits and engagement without being pushy.
  • how to handle difficult conversations (losses, complaints, churn signals).
• Create scripts, playbooks, and communication scenarios for different player types.
• Analyze real VIP-manager interactions and provide feedback & coaching.
• Work closely with Head of VIP and Sales to align communication with business goals.
• Improve conversion, retention, and reactivation through better communication.
• Introduce segmentation-based communication strategies (by behavior, value, risk).
• Support managers in high-risk or sensitive player cases.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to build and elevate VIP communication quality: by combining psychology and customer behavior insights into structured coaching methodologies that directly impact player engagement and retention. You will work closely with high-value international clients and leadership teams, shaping how VIP communication is delivered across multiple brands while having the freedom to create, not just execute, training approaches.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.