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Описание: |
Description
We are Gravira — an international online entertainment brand. Our mission is to deliver a smooth, exciting, and trustworthy experience for our players.
We are looking for a VIP Customer Care Manager who will provide high-quality support via chat, email, and phone calls.
✅ Requirements
* Excellent written and spoken English (other languages will be a huge plus).
* Strong communication and interpersonal skills.
* Ability to stay empathetic and professional in challenging situations.
* Experience in phone-based communication and sales.
* High emotional intelligence, ability to quickly build rapport with clients.
* Good computer literacy and fast typing skills.
* Previous experience in customer support, sales, or account management (preferably in iGaming, fintech, or similar industries).
Responsibilities
* Handle incoming player inquiries via chat, email, and phone calls.
* Processing cases (FailDep, BigWin, etc.) by making outbound calls.
* Provide clear, empathetic, and brand-aligned communication.
* Follow escalation protocols for complex or sensitive cases.
* Document cases in CRM and update the knowledge base when necessary.
* Collaborate with QA on ticket review sessions and apply feedback.
* Track and report recurring issues for product or process improvements.
* Naturally upsell and promote offers during player interactions.
* Develop into VIP Customer Care, managing high-value clients and ensuring their loyalty.
⭐ Nice to have
* Experience working with VIP clients in online casinos, betting, or luxury services.
* Familiarity with CRM tools and ticketing systems.
* Knowledge of additional foreign languages.
* Background in retention, account management, or concierge services.
⚙️ Working conditions
* Full-time remote position.
* Work schedule: Monday — Friday, 16:00 — 00:00 (Kyiv time).
* Flexibility required: schedule may change in the future to support 24/7 operations.
* Performance-based bonus, depending on SLA, CSAT, and QA results.
What we offer
* Work on a fast-growing iGaming product
* High ownership and direct business impact
* Remote work with an international team
* Competitive salary and performance-based growth opportunities
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