Build and maintain strong relationships with VIP customers by providing personalised service and resolving issues, including outside normal hours
Communicate with inbound VIP players via emails and chat, providing support for the VIP segment
Identify customer challenges and help VIPs navigate them smoothly
Plan and execute campaigns to boost VIP activity, ensuring the right segments are targeted, with timely delivery and reporting
Suggest creative ideas for bonuses, gifts, challenges, and hospitality to strengthen engagement and loyalty
Work closely with the CRM team on copywriting, proofreading, and campaign execution
Collaborate with internal teams such as Payments, Customer Operations, RG, and Casino to ensure a seamless VIP experience
Ensure all offers and campaigns comply with internal rules and regulatory requirements
Monitor customer performance, track KPIs, and identify growth opportunities
Manage personal and team targets

Requirements

2+ years of experience in VIP customer support within iGaming
Native-level German with excellent written and spoken skills
Fluency in English
Data-driven, versatile, and an Excel expert, comfortable working with data, KPIs, and spreadsheets
Previous experience with tools such as Tableau, Symplify, Jira, and PaymentIQ is a plus
Customer-oriented, analytical, with a resilient and adaptable approach
Proactive, eager to grow, and motivated to make an impact
Able to work independently as well as part of a team

Benefits

Wellbeing allowance
Health and dental insurance (after probation)
Free snacks and fruit in the office, with breakfast on Monday and Wednesday and lunch on Friday
Company events and team activities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

VIP customer supportdata analysisKPI trackingcampaign executioncopywritingproofreadingExcelTableauSymplifyPaymentIQ

communicationcustomer-orientedanalyticalresilientadaptableproactiveteamworkindependencecreativitymotivation