VIP Customer Support Specialist – Gaming Community

WHOW Games GmbH

VIP Customer Support Specialist supporting and managing relationships with high-value players in gaming. Engaging in personalized communication and improving player experiences in Hamburg.

Posted 4/30/2026full-timeHamburg • 🇩🇪 GermanyMid-LevelSenior💰 €32,000 - €40,000 per yearWebsite

About the role

Key responsibilities & impact

Personal support for our VIP players — proactive, personalized, and treated as equals
Actively expand our VIP program and build and maintain close, long-term relationships with our top players
Direct communication with VIPs across multiple channels (e.g., WhatsApp, phone, email)
First point of contact for complex requests, providing fast, solution-oriented handling
Build and maintain long-term customer relationships with a focus on satisfaction and retention
Handle standard customer support tickets and participate in our support rotation model
Close collaboration with product, CRM, and marketing teams to improve the user experience
Identify trends and pain points and derive concrete optimizations
Ensure excellent service quality — even in challenging situations

Requirements

What you’ll need

Fluent German (C1/C2) and strong written and spoken English
Experience in VIP support, customer support, or account management, ideally within the gaming / iGaming sector
Excellent communication skills and a strong intuition for different customer types
Service-oriented mindset: professional, empathetic, and solution-focused
Structured, self-directed working style and ability to work collaboratively in a team
Willingness to handle operational support tickets as needed
Flexibility to work rotating weekend shifts
Passion for games and digital products
Nice to have: Additional language skills (e.g., Polish, Spanish, French, etc.)
Experience with CRM tools (e.g., Braze, Freshdesk)

Benefits

Comp & perks

Dynamic environment with flat hierarchies and fast decision-making
Flexible working hours and remote work options
Personal annual training budget
Regular company events
Fruit, drinks, and meal allowances
Subsidy for the Deutschlandticket (public transport pass)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

VIP supportcustomer supportaccount managementexperience in gamingexperience in iGaming

Soft Skills

excellent communication skillsservice-oriented mindsetempatheticsolution-focusedstructured working styleself-directed working stylecollaborativeflexibility