VIP Account Manager

Askriver Technologies Pty Ltd; Melbourne; Presencial; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Ownership of relationships

Health and wellbeing support

Central Melbourne office

Team lunches and events

Descripción de la vacante

BC Game is seeking a VIP Account Manager to look after a portfolio of high-value players from our Melbourne team. The role supports a 24/7 roster, with on-site day shifts and night shifts from home.

You will nurture relationships, assess rewards, and maintain strict standards for responsible gambling. You will communicate clearly, balance player value with platform integrity, and document all interactions to help the team serve top players better.

Formación

• Two+ years in VIP/account management or high-value customer service.
• Exceptional written communication and tone adjustment for different players.
• Commercial mindset: understand player value and reward economics.
• Practical understanding of responsible gambling and escalation procedures.
• Calm, patient handling of difficult players and situations.
• Strong follow-through and disciplined note-taking.
• Willingness to work a rotating 24/7 roster, including nights, weekends, and holidays.
• Excellent written and spoken English; Australian work rights.
• Additional languages are a plus (Portuguese, Spanish, Russian, Turkish, Hindi, Arabic, Korean, Mandarin).
• Experience with crypto-native or high-growth international operators.
• Experience reviewing quality cases or coaching colleagues.

Responsabilidades

• Build genuine, long-term relationships with a portfolio of VIP players by reading conversations and prioritizing the person over the request.
• Make commercially sound reward decisions, explain denials with clear, factual reasoning, and document rationale when giving rewards.
• Uphold responsible gambling standards, recognise signs of harm, escalate to Compliance, and maintain clear notes for the team.
• Own commitments to players; investigate issues and escalate when needed; provide constructive feedback to peers to improve team performance.

Conocimientos

VIP account management

Customer relationship management

Written communication

English proficiency

Responsible gambling awareness

Note-taking

Roaster coordination

High-value client service

Multilingual potential

Coaching teammates

Descripción del empleo

Our VIP players are not account numbers. They are people with good days and bad days, and they notice when someone genuinely pays attention. We are looking for VIP Account Managers who read the person before they reply, who can say no with a clear reason and still keep the relationship, and who never compromise on doing the right thing.

You will look after a portfolio of our most valuable players, working as part of our VIP team in Melbourne. Our players are online around the clock, so the team works a rotating roster covering 24 hours a day, seven days a week, which includes night shifts and weekends. Day and evening shifts are worked on site at our Melbourne office, and night shifts are worked from home. You will be their trusted contact: the person who remembers what they said last week, follows up without being asked, and understands both what each player means to the business and what is right for them.

About BC Game

BC Game is one of the world's leading crypto-first gaming companies, behind a portfolio of platforms built on a simple belief: technology is a transformative force, and the future of online gaming belongs to those bold enough to build it. Since 2017, we have grown into a global community of millions of players, with more than 10,000 games and more than 100 cryptocurrencies supported across our platforms.

What sets us apart is how we build. We set the standard for transparency and fairness through provably fair games, and we move at pace, shipping constantly across casino, sports and live entertainment. We are not here to follow the industry. We are here to shape it.

Above all, we are a team of builders, problem-solvers and original thinkers from all over the world, united by the belief that the best products come from bringing different perspectives together. Now we are bringing that ambition to Melbourne, building a group of exceptional people who want to do the defining work of their careers and take real ownership from day one.

What you will do

• You will build genuine, long-term relationships with a portfolio of VIP players. That means reading the full conversation before you reply, picking up on what a player shares about their life, and responding to the person first and the request second.
• You will make commercially sound decisions on rewards. Before any bonus, you will look at what the player has brought to the platform, what they have already received and whether the reward makes sense. When the answer is no, you will explain it clearly and with the facts behind it, so the player understands why. When a reward is the right call, you will make it proactively and record your reasoning.
• You will hold the line on responsible gambling, every time. You will recognise the signs of harm, take them seriously, **escalate** to Compliance, and leave clear notes on the account so the whole team has the context.
• You will own what you start. If you promise a player an answer, you will come back with it. If something is stuck, you will find out why and **escalate it**. And if you see a colleague's reply go wrong, you will raise it constructively so the whole team gets better.

Location & Schedule

Melbourne, Australia

On site, with night shifts worked from home

Rotating roster, 24 hours a day, seven days a week

What you will bring

• At least two years of experience in VIP account management, player relationship management or high-value customer service, ideally in iGaming, sports betting, casino or fintech
• Exceptional written communication, with the judgement to adjust your tone for every player and situation
• A commercial mindset: you understand player value, reward economics and how to protect margin without damaging relationships
• A firm, practical understanding of responsible gambling and the confidence to act on it
• Calm, patient and respectful handling of difficult or demanding players
• Strong follow-through and disciplined note-taking
• Availability to work a rotating roster covering 24 hours a day, seven days a week, including night shifts, weekends and public holidays
• Excellent written and spoken English
• Full Australian working rights (permanent resident or citizen); this role does not offer sponsorship
• Additional languages, particularly Portuguese, Spanish, Russian, Turkish, Hindi, Arabic, Korean or Mandarin
• Experience with crypto-native or high-growth international operators
• Experience reviewing quality cases or coaching colleagues

What we offer

• Competitive salary, reviewed annually
• Real ownership of relationships with some of our most valuable players
• Health and wellbeing support to look after you in and out of work
• Brand new, central Melbourne office, stocked with snacks and drinks
• Team lunches and regular company events

This is a role where judgement matters more than scripts. You will work with players from all over the world, make decisions that directly shape their experience, and be part of a VIP team that holds itself to a high standard. If you care about people, think like a business owner and follow through on everything you start, we would love to hear from you.

Inclusion and access

BC Game is an equal opportunity employer. We welcome applicants of every background, identity and experience, because we believe the best teams are built from different perspectives. If you need any adjustments to take part in the process, please let us know.