VIP Support Manager (iGaming, Tier-1 Markets)

We are an established international iGaming project backed by a major holding company with many years of expertise in online gambling. Our product is successfully operating across Australia, New Zealand, and Canada and is currently entering an active growth stage.
We are inviting a VIP Manager to join our team and take responsibility for personalized VIP player management, building long-term relationships, and maintaining a high standard of service.

Responsibilities

Provide personalized support to existing and potential VIP players
Build long-term relationships and develop an individual approach to each player
Independently maintain natural and engaging communication in English
Analyze deposits, withdrawals, gaming activity, and player preferences
Monitor behavioral changes and respond promptly to declining activity
Manage VIP retention and reactivation
Select and coordinate personalized bonuses and privileges within the approved bonus policy
Handle complex VIP requests in cooperation with Support, Payments, and other internal teams
Record communication history, agreements, player preferences, and results in the CRM system

Requirements

Previous experience as a VIP Manager or VIP Account Manager in iGaming
Hands-on experience managing VIP players in an online casino
English proficiency at C1 level is preferred, particularly in writing
Ability to compose messages independently, adapt the communication style, and maintain a natural dialogue without translation tools
Understanding of bonus mechanics, wagering requirements, deposits, withdrawals, and player activity
Knowledge of key VIP metrics, including GGR, NGR, LTV, and Retention
Experience working with CRM systems, Back Office tools, and analytical reports
Ability to work independently, take initiative, find an individual approach, and handle non-standard situations professionally
Understanding of Responsible Gambling principles and communication restrictions
Experience working with English-speaking players, particularly from Australia, New Zealand, or Canada, will be an advantage.

What We Offer

An opportunity to join an established and successfully growing international product
Key markets: Australia, New Zealand, and Canada
The opportunity to influence the development of the VIP function
Professional growth opportunities as the team expands
Direct collaboration with strong Product, CRM, Support, and Payments teams
Fully remote work
A preliminary 5/2 schedule from 10:00 to 19:00 GMT+3
Flexibility to adjust the schedule based on player activity
Compensation based on the candidate’s experience and expertise
If you know how to build trusted relationships with VIP players, understand their needs, and communicate confidently in English, send us your CV. We would be happy to meet you!