Requirements

• 1+ year of experience in Customer Support, Sales, Retention, Account Management, VIP Management, or a similar customer-facing role.
• Strong communication and relationship-building skills.
• Confidence in communicating with customers via phone, email, live chat, and messengers.
• Customer-oriented mindset with a passion for creating exceptional user experiences.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Basic analytical skills and the ability to understand customer behavior and preferences.
• Results-driven approach and motivation to achieve individual and team targets.
• Experience in the iGaming industry will be considered a strong advantage.
• Experience with CRM systems, customer support platforms, or SoftSwiss will be a plus.
• English level — B2 or higher.

Responsibilities

• Build and maintain strong relationships with VIP players through phone calls, email, messengers, and other communication channels.
• Develop a deep understanding of player behavior, preferences, and motivations to provide a personalized experience.
• Create and execute individual retention strategies to increase player loyalty and lifetime value.
• Present exclusive offers, promotions, bonuses, and rewards tailored to player needs.
• Handle player concerns, complaints, and negative feedback while maintaining a high level of customer satisfaction.
• Monitor the performance and activity of the assigned player portfolio, identifying opportunities for growth and engagement.
• Collaborate closely with Product, Marketing, Customer Support, and Retention teams to improve the overall VIP experience.
• Track key retention and revenue metrics and provide regular reports on player activity and performance.
• Contribute ideas and initiatives aimed at improving player loyalty, retention, and overall business results.