M
VIP Account Manager (Night Shift)
RemoteFull-timeCustomer SuccessiGaming
Manage a portfolio of high-value gaming players remotely, with overnight coverage from 22:00 to 10:00 EEST on a 2-days-on, 2-days-off rotation. Focus on long-term retention and growing player lifetime value.
Responsibilities
- Manage a portfolio of VIP players and tailor engagement to each person
- Set individualized offers and rewards within established limits, escalating critical cases
- Monitor player activity, identify behavioral changes, and take appropriate action
- Proactively contact players with offers, event updates, or check-ins
- Hand over shifts and report follow-ups and open issues
- Escalate technical and account issues to Support and share recurring player problems with Product
Requirements
- At least 2 years managing a portfolio of paying clients, including at least 1 year serving high-value clients
- Gaming VIP experience, or relevant experience transitioning from customer support or account management
- Experience with retention, reactivation, deposit frequency, or lifetime-value metrics
- Hands-on experience with CRM and engagement platforms, ticketing tools, and analytics dashboards
- Advanced or fluent English
- Ability to communicate proactively and make independent decisions in non-standard situations
Nice to have
- Experience in the CS/CS2 gaming community
- Additional language skills
Benefits
- Remote work
- Equipment budget
- Flexible schedule with no time tracking
- Performance-based bonus twice a year
- Wellness allowance
- Training, certifications, and English and Ukrainian classes
- Days off and milestone gifts
- Team events and workations
- Relocation support
- Maternity and paternity leave policy
- Referral bonus