VIP Player Experience 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

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.