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
