VIP Account Manager (iGaming)

Location: Remote from Poland or Ukraine; rotating shifts of 15:00–00:00, 11:00–20:00, or 08:00–17:00, working 5 days on and 2 days off.

Company

hirify.global is a talent partner that helps selected brands attract and integrate exceptional professionals.

What you will do

• Manage an assigned portfolio of VIP players and build long-term client relationships.
• Provide personalized communication and support through LiveChat, email, Telegram, WhatsApp, and phone calls.
• Reactivate dormant players and improve retention and engagement among active VIP clients.
• Offer personalized bonuses and reload promotions within the approved VIP matrix.
• Analyze player activity, including deposits, bets, win/loss, frequency, and average bet size.
• Handle major wins and losses, identify risky or problematic behavior, escalate cases, and coordinate with support, loyalty, anti-fraud, and payments teams.

Requirements

• At least 1 year of experience as a VIP Manager, VIP Support Specialist, or Customer Retention Specialist in iGaming, betting, or crypto.
• Experience communicating one-on-one with VIP clients through chats or messengers.
• Strong objection-handling, retention, written, and verbal communication skills.
• Understanding of bonus mechanics and key metrics such as Deposit, GGR, LTV, Retention, and Hold.
• Proficiency with Telegram, WhatsApp, LiveChat, and CRM systems.
• English at B2+ level and fluent Ukrainian are required.

Culture & Benefits

• Flexible payment options and tax assistance with local setup guidance.
• Holiday, birthday, and work milestone bonuses.
• Courses and certifications covered, with opportunities for career growth.
• Benefit cafeteria including sports, language courses, and therapy sessions.
• Online and offline team-building events and industry conferences.
• New laptops, monitors, headphones, and other essential equipment provided.