Communication & Empathy Coach

#vacancy
We’re hiring: Communication & Empathy Coach (VIP Support / VIP Managers) — iGaming

We’re looking for a hands-on Communication & Empathy Coach / Trainer to work with our VIP Support / VIP Managers (with a strong chance to later scale the program to the wider Customer Support team).

The challenge: our VIP chat communication isn’t consistently empathetic. Many agents struggle to read the player, mirror emotions, recognize the real “VIP pain points,” and choose the right tone/words to build trust and keep the conversation constructive.

What you’ll do:

- Review VIP chats/emails and identify patterns, gaps, and best practices
- Provide written + verbal feedback (message rewrites, coaching notes, live debriefs)
- Run 1:1 coaching and case reviews to improve empathy, tone, structure, and de-escalation
- Help build / refine VIP tone of voice standards, playbooks, and phrase libraries
- Work closely with QA/Team Leads to drive measurable improvement
- (Optional) Support AI training / prompt & dataset guidance focused on empathy and communication quality

What we’re looking for:

- Strong background in Customer Support / VIP service with proven coaching/training impact (Coach/Trainer, QA Coach, Team Lead, Supervisor, etc.)
- Excellent written communication and the ability to “hear” emotion in text
- Skills in consultative selling / persuasive communication (without being pushy)
- Understanding of influence techniques / NLP (as a plus) and handling manipulation ethically
- Confidence in coaching adults: clear structure, tactful feedback, behavior change focus
- Fluent English and Russian (spoken + written)

Location & format:
We consider Cyprus (hybrid preferred) and fully remote candidates.

For all details (scope, team, compensation, process) — please DM Показать контакты