Personalized support for our VIP players — proactive, individualized, and on a peer-to-peer level
Actively expand our VIP area and build and maintain close, long-term relationships with our top players
Direct communication with VIPs across multiple channels (e.g., WhatsApp, phone, email)
Act as first point of contact for high-priority or complex inquiries, ensuring fast, solution-focused resolution
Build and maintain long-term customer relationships with a focus on satisfaction and retention
Handle standard customer support tickets and participate in our support rotation model
Work closely with product, CRM, and marketing teams to improve the user experience
Identify trends and pain points and derive concrete optimizations
Ensure excellent service quality — even in challenging situations

Fluent German (C1/C2) and good English, both spoken and written
Experience in VIP support, customer support, or account management, ideally in gaming / iGaming
Strong communication skills and a good sense for different customer types
Service mindset: professional, empathetic, and solution-oriented
Structured, self-directed working style and strong team skills
Willingness to handle operational support tickets as well
Flexibility to work rotating weekend shifts
Passion for games and digital products
Nice to have: additional languages (e.g., Polish, Spanish, French, etc.)
Experience with CRM tools (e.g., Braze, Freshdesk)

VIP Customer Support Specialist – Gaming Community

Key skills