VIP Support Specialist (iGaming)

We are looking for a VIP Support Specialist with experience in iGaming who can build long-term relationships with players, retain VIP clients, and handle complex cases in a fast-paced environment.

Responsibilities

• Manage your own pool of VIP players
• Communicate with players via chat, email, and messengers
• Build strong and trust-based relationships with clients
• Work on player retention:
  • reactivate inactive players
  • conduct regular follow-ups
  • reduce churn
• Offer personalized bonuses, promotions, and special offers
• Assist players with payment, withdrawal, bonus, and account-related issues
• Analyze player activity, deposits, and behavior
• Work with CRM systems and internal admin panels
• Collaborate with other teams to resolve complex cases

Requirements

• 1+ year of experience in VIP Support / VIP Account Management
• Previous iGaming experience is required
• English level: B2 or higher
• Strong written communication skills
• Understanding of gambling products, bonus systems, and retention mechanics
• Experience with CRM systems and chat platforms (Intercom / Zendesk is a plus)
• Experience working with bonuses: cashback, free spins, deposit bonuses
• Basic understanding of player analytics: retention, activity, deposits

Expected Results After Probation Period

• Independently manages a VIP player pool
• Handles player requests quickly and professionally
• Regularly works on retention and follow-ups
• Maintains SLA standards with no missed chats
• Successfully handles difficult and high-value player cases

What We Offer

• Remote work format
• Salary: fix+ bonuses/KPI
• Fast-growing iGaming environment
• Opportunity for growth within VIP / Retention