VIP Support Manager — LATAM
VIP Support Manager — LATAM
We are looking for a VIP Support Manager to join our growing online casino team and provide a premium level of service to our VIP players across the LATAM market.
You will be responsible for building strong relationships with high-value players, ensuring a smooth and personalized experience, and working closely with the CRM, Payments and Support teams.
Your responsibilities:
• Provide personalized support to VIP players via chat, Telegram and other communication channels
• Build and maintain long-term relationships with VIP customers
• Handle VIP players' requests quickly, professionally and with a high level of confidentiality
• Assist with deposits, withdrawals, account-related questions and other player requests
• Monitor VIP players' activity and proactively identify their needs
• Work closely with CRM, Payments, Fraud/Risk and Customer Support teams to resolve issues efficiently
• Coordinate individual offers, bonuses and other VIP benefits together with the CRM team
• Maintain accurate information about VIP players and communication history in the CRM
• Collect player feedback and communicate key insights to relevant departments
• Help improve VIP service processes and customer experience
• Identify potential issues that may affect player satisfaction and escalate them when necessary
• Follow responsible gaming, AML/KYC and internal compliance procedures
Requirements:
• Previous experience in VIP Support, Customer Support, Account Management or Retention in iGaming / online casino
• Experience working with LATAM players will be a strong advantage
• Fluent Spanish is required; English will be a plus
• Strong communication and interpersonal skills
• Ability to communicate with high-value customers in a friendly, professional and discreet manner
• Customer-oriented mindset and strong attention to detail
• Ability to multitask and work in a fast-paced environment
• Good understanding of casino products, payments and common player issues
• Experience with CRM systems and support tools
• Ability to work independently and take ownership of VIP cases
• Availability to work according to a flexible schedule / shifts