VIP Account Manager

Company Description:
RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment

Who We Are:
An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers.

Always Pushing the Boundaries? You Already Belong at RISK!

Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.

Always Pushing the Boundaries? You Already Belong at RISK!

Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.

We are looking for a VIP Account Manager to join our VIP team and work with VIP and pre-VIP players.

The role combines VIP support, account management, and retention. You will handle incoming communication via chat, email, and messengers, build long-term player relationships, identify retention risks, and proactively engage with players when needed.

Why this role?

Join a dynamic international team, work closely with VIP players, and build long-term relationships while developing your skills in customer experience, account management, and iGaming.

Responsibilities

• Handle incoming communication from VIP and pre-VIP players through live chat, email, and messengers.

• Be the first point of contact when a player becomes a VIP: introduce the VIP program, explain the benefits, and build a strong relationship from the beginning.

• Build and maintain personalized, long-term relationships with VIP players.

• Provide high-quality support and resolve player issues from start to finish.

• Work with assigned player segments and complete tasks such as campaign follow-ups, targeted outreach, and feedback collection.

• Identify retention risks and changes in player behavior and take proactive action.

• Reactivate inactive VIP players and support their return to the platform.

• Communicate personalized bonuses, promotions, and exclusive offers according to the VIP strategy.

• Clearly explain bonus and promotion terms to players.

• Coordinate with internal teams such as Payments, Support, and Risk to resolve complex player issues.

• Make outbound calls when necessary to support communication with VIP players.

• Maintain accurate information about player interactions, preferences, and feedback in the CRM.

• Monitor player activity and basic performance data to identify opportunities for retention and engagement.

• Meet individual and team KPIs related to retention, reactivation, deposits, and player engagement.

What matters to us

• Previous experience in customer support, account management, VIP service, sales, or a similar client-facing role.

• Experience in iGaming, online casino, betting, or VIP/premium customer service is a strong plus.

• Fluent English and Italian— required for daily work communication.

• Fluent Ukrainian or Russian — required for communication with the team.

• Strong communication and relationship-building skills.

• Proactive approach and willingness to take initiative without always waiting for detailed instructions.

• Ability to handle a high volume of messages while maintaining communication quality.

• Strong problem-solving skills and the ability to handle complex customer situations independently.

• Customer-oriented mindset with a focus on building long-term relationships.

• Ability to work with different types of communication: chats, messengers, email, and occasional outbound calls.

• Familiarity with CRM systems and basic data analysis is a plus.

• Comfortable working in a shift-based environment, including weekends and holidays.

• Ability to work effectively in a fast-paced environment and maintain a high level of attention to detail.

Additional Information

Our Benefit Cafeteria is Packed with Goodies:

• Children Allowance

• Mental Health Support

• Sport Activities

• Language Courses

• Automotive Services

• Veterinary Services

• Home Office Setup Assistance

• Dental Services

• Books and Stationery

• Training Compensation

• And yes, even Massage!

Ready to Take the Leap?

Join a team where every day is an opportunity to take a RISK and come out on top. Follow us on LinkedIn and Instagram, and let us be your hub for turning ambitious ideas and extraordinary solutions into reality.

At RISK, we believe that our people are the driving force behind our success. Together, we can achieve great things and push the boundaries of what's possible in the iGaming industry.