Gypsy Collective is looking for a VIP Account Manager to manage and grow relationships with high-value players. We are looking for a proactive and client-oriented professional who can deliver a personalized experience, build long-term loyalty, and effectively drive player retention.
📅 Your daily adventures include:
- Manage an assigned portfolio of VIP players;
- Build and maintain strong, long-term relationships with high-value clients;
- Provide personalized communication based on player preferences;
- Ensure a high level of player satisfaction and engagement;
- Work with active and dormant VIP players: communication, reactivation, and retention (via LiveChat, email, Telegram, WhatsApp, and phone calls);
- Provide personalized support for high-value clients, including assistance, bonus offers, and consultations;
- Offer personalized bonuses and reload promotions within the approved VIP matrix;
- Analyze player activity: deposits, bets, win/loss, frequency, and average bet size;
- Handle big wins and big losses with a professional and client-oriented approach;
- Collaborate with support, loyalty, anti-fraud, and payments teams to promptly resolve VIP requests;
- Identify signs of risky or problematic player behavior;
- Escalate relevant cases when necessary;
- Follow Responsible Gaming and compliance guidelines.
Requirements
🧭 What makes you a great match:
- 1+ years of experience as a VIP Manager / VIP Support / Customer Retention Specialist (iGaming, betting, crypto);
- Proven experience in one-on-one communication with VIP clients (chat / messengers);
- Strong objection-handling and retention skills;
- Understanding of bonus mechanics and ability to use them effectively: knowing which bonuses to offer and in what situations to retain clients and increase their activity;
- Proficiency with Telegram, WhatsApp, LiveChat, CRM systems;
- Basic understanding of key metrics: Deposit, GGR, LTV, Retention, Hold;
- Strong written and verbal communication skills;
- English level: B2+ (required);
- Fluent in Ukrainian;
- Schedule: 2/2 – 12-hour shifts (day / night).
Benefits
- 💸 Flexible payment options: choose the method that works best for you.
- 🧾 Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
- 🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care.
- 📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us.
- 🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more.
- 🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage.
- 💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow.
If this role sounds like a good fit for you, we’d love to hear from you — apply and tell us a bit about yourself.
Skills Required
- 1+ years of experience as a VIP Manager / VIP Support / Customer Retention Specialist
- Proven experience in one-on-one communication with VIP clients
- Strong objection-handling and retention skills
- Understanding of bonus mechanics
- Proficiency with Telegram, WhatsApp, LiveChat, CRM systems
- Basic understanding of key metrics: Deposit, GGR, LTV, Retention, Hold
- Strong written and verbal communication skills
- English level: B2+
- Fluent in Ukrainian
What We Do
We’re Gypsy — a digital entertainment collective that transforms work into an expedition. For five years, we’ve been charting new territories and creating our path instead of following others. We are a team of 100+ free-spirited professionals thriving in a remote-first environment, where you can work from anywhere and turn every project into an adventure. At Gypsy, we strip away the corporate fluff to create a place where you can truly make your mark. Our culture is about how we put our principles into action every day. We're human-powered – placing people at the heart of everything we do, because that's how we thrive together. We believe in clear connections – speaking honestly, sharing openly, and building trust that fuels real progress. We stay in growth motion – taking risks, adapting quickly, and turning challenges into stepping stones. And we're always exploring – pushing boundaries with genuine curiosity to discover what's next. This isn't just who we want to be — it's who we are. Modern wanderers connect cultures through play, make important decisions, and celebrate our shared journey along the way. Team up and roam with us.
