VIP Manager (Night Shift 22:00–10:00 EEST)

Location: Remote from anywhere; night shift, 2 days on / 2 days off, 22:00–10:00 EEST

Company

hirify.global creates gaming universes and operates a remote gaming-focused team.

What you will do

• Manage a portfolio of several VIP players and develop an individual approach for each client.
• Develop retention strategies and proactively grow player lifetime value through personalized offers, rewards, event updates, and check-ins.
• Monitor player activity, identify behavior changes, select appropriate actions, and execute them within set limits.
• Make independent decisions in non-standard situations, escalating only critical cases to the Shift Lead.
• Hand over night shifts with clear updates on completed actions, follow-ups, and open issues.
• Escalate technical and account issues to Support and communicate recurring player problems to Product.

Requirements

• 2+ years of experience managing a personal portfolio of paying clients, including at least 1 year working with a high-value segment.
• Gaming VIP experience, or a clear transition from Support or Account Management into VIP work.
• Experience working with retention, reactivation, deposit frequency, and LTV metrics, including the ability to explain two personally improved metrics and how they were improved.
• Hands-on experience with CRM and engagement platforms such as Customer.io or similar tools.
• Experience with ticketing tools such as Intercom, LiveChat, Jira, or similar tools.
• Experience using analytics dashboards for segmentation.
• Ability to anticipate client needs and provide high-quality communication.
• Ability to make decisions in non-standard situations without waiting for approval and take responsibility for the results.
• Advanced or fluent English.

Nice to have

• Participation in the CS/CS2 gaming community.
• Additional language skills.

Culture & Benefits

• Fully remote work from anywhere with a flexible schedule and no time tracking.
• Equipment budget for upgrading a home office.
• Performance-based bonus twice a year, wellness bonus, and additional days off and milestone gifts.
• Internal knowledge-sharing through the Yoda project, plus coverage for training, certifications, English classes, and Ukrainian classes.
• Workations twice a year, offline team-building events, gaming tournaments, quizzes, lectures, and other team activities.
• Relocation support, maternity and paternity leave policy, and a referral bonus.