Customer Support (VIP)

Our client is a fast-growing US-market tech startup in the entertainment and rewards space. Users play casual games and win real prizes.
 

This role has two parts. Half of your time goes to their highest-value users: chatting with VIPs, solving their issues and keeping them engaged. The other half goes to choosing the prizes those users play for: browsing Amazon and other stores to find $20 items that people would genuinely want to win.
 

This isn’t ticket-closing support. It’s relationship management plus a good eye for what people like.
 

What you’ll do

VIP support (about 50%)

• Manage direct communication with VIP and high-value users via in-app chat and other channels
• Respond to questions, issues and feedback quickly and with genuine care
• Spot patterns in VIP behavior and flag risks or opportunities to the team
• Keep a warm, engaging tone that brings users back
   

Prize selection (about 50%)

• Find and pick prizes, mostly around $20, on Amazon and other online stores
• Understand what different users (male and female) actually want to win, and keep the prize selection fresh
• Use what you hear from VIPs to choose better prizes
• Track which prizes get users excited and which don’t
   

What we’re looking for

• 3+ years in customer support, VIP or community management at a gaming company (required)
• Excellent written English: this is the number one requirement
• Sales intuition: you know what makes people want something. A sales background is a strong plus
• Highly responsive: US users should get a reply within 8 to 12 hours
• Natural communicator who builds rapport with people online
• Comfortable working independently in a small startup team
• No logistics or procurement experience needed
   

Format

• Fully remote, CET working hours
• Part-time, 60%: either 3 days/week (8h/day) or 5 days/week (5h/day)