Deliver an exceptional level of service via email and live chat tailored specifically for VIP and high-value customers.
Ensure customer queries are responded to promptly, courteously, and thoroughly, adhering to agreed SLAs with a high attention to detail.
Maintain strong and efficient communication with relevant departments, escalating critical issues appropriately and following them through until resolved.
Build professional relationships with customers, fostering trust and long-term loyalty.
Track and follow up on customer issues, ensuring timely and complete resolutions, especially for sensitive or high-priority cases.
Act as a key player in identifying service gaps and proposing tailored solutions to improve the premium customer experience.
Proactively monitor and report on trends in VIP interactions to suggest improvements in service processes or policies.
Support internal teams such as the Fraud and AML departments when required, handling sensitive data with the utmost discretion.
Champion the voice of the customer by sharing recurring feedback and insights with Product, Marketing, and Technical teams to enhance the overall player experience.
Assist with onboarding and training new team members, contributing to knowledge-sharing initiatives and mentoring junior staff.
Uphold and represent the values of the company with integrity, acting as a role model for excellence in customer service.

Native or C2-level German language proficiency and fluency in English.
1+ year of experience in Customer Service within the iGaming industry.
Demonstrated experience managing communications with VIP/high-value clientele.
Excellent interpersonal and communication skills; emotionally intelligent and resilient under pressure.
Tech-savvy and adaptable to new tools and platforms; prior experience with Zendesk or similar systems is advantageous.
Strong problem-solving abilities with a customer-first mindset and a proactive approach to conflict resolution.
Ability to work independently and collaboratively in a fast-paced, 24/7 environment.
Willingness to work shifts, including evenings and weekends, to ensure round-the-clock premium support.

Priority Customer Support Agent, German Speaking

Key skills