• Manage incoming communications from VIP and pre-VIP players through live chat, email, and messaging platforms.

• Act as the primary point of contact when players enter the VIP program, introducing the program, explaining its benefits, and establishing a strong relationship from the outset.

• Build and maintain personalized, long-term relationships with VIP players.

• Deliver high-quality customer support and manage player issues through to resolution.

• Manage assigned player segments and execute campaign follow-ups, targeted outreach, and feedback collection.

• Monitor player behavior and identify potential retention risks or changes in engagement.

• Proactively contact players when intervention or additional support is required.

• Reactivate inactive VIP players and encourage their return to the platform.

• Communicate personalized bonuses, promotions, and exclusive offers in line with the VIP strategy.

• Clearly explain promotion and bonus terms and conditions to players.

• Collaborate with Payments, Support, Risk, and other internal teams to resolve complex customer issues.

• Make outbound calls when appropriate to strengthen communication and support VIP relationships.

• Maintain accurate CRM records covering player interactions, preferences, feedback, and relevant account information.

• Monitor player activity and basic performance data to identify opportunities for retention and engagement.

• Meet individual and team KPIs relating to retention, reactivation, deposits, and player engagement.

Requirements

• Previous experience in customer support, account management, VIP services, sales, or another client-facing position.

• Experience in iGaming, online casino, sports betting, or premium/VIP customer service is a strong advantage.

• Fluent English and Italian, required for daily communication.

• Fluent Ukrainian or Russian, required for communication with the wider team.

• Excellent communication and relationship-building abilities.

• Proactive and self-motivated approach, with the confidence to take initiative without always requiring detailed direction.

• Ability to manage a high volume of customer interactions while maintaining a consistently high standard of communication.

• Strong problem-solving skills and the ability to independently manage complex customer situations.

• Customer-focused mindset with a genuine interest in developing long-term relationships.

• Comfortable communicating through live chat, messengers, email, and occasional outbound calls.

• Familiarity with CRM systems and basic data analysis is an advantage.

• Comfortable working shifts, including weekends and public holidays.

• Ability to perform effectively in a fast-paced environment while maintaining accuracy and attention to detail.

Benefits

• Fully remote working environment.

• Benefit Cafeteria with a flexible range of perks and allowances.

• Children allowance.

• Mental health support.

• Sports and fitness activities.

• Language courses.

• Automotive services.

• Veterinary services.

• Home-office setup assistance.

• Dental services.

• Books and stationery allowance.

• Training and professional development compensation.

• Massage and wellness benefits.

• Opportunity to work in an international iGaming environment with exposure to VIP customer management and retention.

• Dynamic role combining customer experience, account management, communication, and performance-focused objectives.