Description

You will establish and nurture relationships with VIP players, communicate proactively through various channels, triage game bugs, oversee support agents, and provide insights to product teams. Monitor KPIs and analyze player behavior to drive retention and growth.

Requirements

• 4+ years in VIP team, customer service, or customer support
• Data-driven with ability to understand trends and find ROI-positive solutions
• Excellent written and spoken English
• Strong conflict resolution and problem-solving skills
• Account management experience

Responsibilities

• Establish and nurture relationships with VIP players
• Communicate with VIPs via chat, email, and phone
• Triage game bugs and coordinate with QA/Product teams
• Oversee VIP support agents to ensure fast resolution
• Monitor KPIs such as contact rates, activity, and spending patterns