High Value Customer Support Specialist

DAZN; Ceuta; Presencial; EUR 42.000 - 54.000; Jornada completa

Descripción de la vacante

DAZN Bet is seeking an HVC Support Specialist to deliver premium, personalised Spanish-language support to high value customers in Spain. You will handle promotions, CRM queries, account issues and responsible gaming inquiries with fast, accurate resolutions.

You'll collaborate with HVC/VIP, CRM, Customer Service, Payments and Safer Gambling teams to ensure seamless experiences and scalable support as the business grows in Spain.

Formación

• Native-level Spanish with excellent written and verbal communication; English advantageous.
• Experience in customer support, VIP/HVC operations, or high-touch environments.

Responsabilidades

• Deliver premium, personalised support to DAZN Bet's High Value Customers in Spain.
• Resolve customer queries related to promotions, CRM campaigns, accounts and overall experience.
• Own and resolve HVC complaints with clear communication and outcomes.
• Manage the Responsible Gaming helpline in line with Spanish regulation.
• Coordinate with internal teams to resolve complex customer cases.
• Maintain high service standards and document activity accurately.

Conocimientos

Spanish language

VIP/HVC operations

Customer support

Account management

CRM

Regulatory compliance

Responsible Gaming

Problem solving

Attention to detail

Collaboration

Herramientas

CRM software

Payments platform

Case management system

Descripción del empleo

High Value Customer Support Specialist

Department: 10-895 - Marketing - Marketing

Employment Type: Full Time

Location: Ceute - Spain

Reporting To: Alejandro Diaz

Description

Why Join DAZN Bet?

At DAZN Bet, we're creating a betting experience built around the sports fan, combining DAZN's world-class sports content, audience and technology with an exciting Sportsbook and Gaming proposition.

As our business continues to grow in Spain, delivering an outstanding experience to our High Value Customers (HVCs) is an important part of building long-term customer relationships and loyalty.

We're looking for an HVC Support Specialist to provide personalised, Spanish-language support to some of our most valued customers. You'll be responsible for delivering a premium level of service, resolving queries quickly and professionally, and ensuring every interaction reflects the standards we expect from DAZN Bet.

The Role

As HVC Support Specialist, you'll provide high-touch, personalised support to DAZN Bet's High Value Customers in the Spanish market.

You’ll manage a range of customer interactions, including promotional and CRM queries, complaints, account-related issues and Responsible Gaming enquiries, providing fast, accurate and professional resolutions.

Working closely with HVC/VIP, CRM, Customer Service, Safer Gambling and other operational teams, you’ll ensure complex customer issues are resolved effectively while providing a seamless experience throughout the customer journey.

You’ll also play an important role in helping us develop and scale our HVC support model as our customer base continues to grow.

What You’ll Be Doing:

• Deliver a premium, personalised support experience to DAZN Bet's High Value Customers in Spain, building strong relationships through professional and responsive service.
• Provide fast and accurate resolution of customer queries relating to promotions, CRM campaigns, accounts and the wider DAZN Bet experience.
• Own and resolve HVC complaints in a timely and professional manner, ensuring customers receive clear communication and appropriate outcomes.
• Operate and support the Responsible Gaming helpline, ensuring customer interactions are managed sensitively and in accordance with Spanish regulatory requirements.
• Manage complex and escalated customer cases, taking ownership through to resolution and coordinating with internal teams where additional expertise is required.
• Work closely with HVC/VIP, CRM, Customer Service, Payments, Safer Gambling and other operational teams to provide a joined-up customer experience.
• Maintain consistently high service standards across customer interactions while accurately documenting activity and following internal processes.
• Identify recurring customer issues and opportunities to improve processes, helping us develop and scale the HVC support model as the Spanish business grows.
• Contribute to initiatives that strengthen customer satisfaction, trust, engagement and long-term loyalty among DAZN Bet's High Value Customers.

What You’ll Bring:

• Experience within customer support, VIP/HVC operations, account management or another high-touch customer-facing environment, ideally within online betting and gaming.
• Native-level Spanish with excellent written and verbal communication skills; the ability to communicate effectively in English would be advantageous.
• A proven ability to provide personalised, premium customer service and build strong relationships with valuable or demanding customers.
• Strong problem-solving skills with the confidence to take ownership of complex customer queries and complaints through to resolution.
• An understanding of Responsible Gaming principles and the importance of regulatory compliance when supporting customers within the betting and gaming industry.
• Excellent attention to detail with the ability to handle sensitive customer information and interactions professionally and discreetly.
• A calm and customer-focused approach, with the ability to make sound decisions and maintain high service standards in challenging or high-pressure situations.
• Strong collaboration skills with the ability to work effectively across CRM, HVC/VIP, Customer Service, Payments, Safer Gambling and wider operational teams.
• A proactive and adaptable mindset, comfortable working independently and contributing to the continuous improvement of processes in a fast-growing environment.