Description

You will build and nurture relationships with VIP players, proactively engaging with them through chat, email, and phone, while managing a team of support agents to ensure high satisfaction. You'll analyze player data, coordinate with product and QA teams, and act as the voice of VIPs to influence game improvements.

Requirements

• 4+ years in VIP team, customer service, or support role
• 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, proactively anticipating needs
• Communicate with VIPs via live chat, email, and phone
• Triage game bugs and coordinate with QA and Product teams
• Oversee and direct VIP support agents to maintain low resolution times and high satisfaction
• Analyze player behavior and KPIs to drive retention and loyalty