High Value Customer Support Specialist

DAZN; Las Palmas de Gran Canaria; On-site; EUR 42,000 - 56,000; Full time

Job summary

DAZN Bet in Spain is seeking a High Value Customer (HVC) Support Specialist to deliver premium, Spanish-language support to our most valued clients. You will handle promotions, CRM queries, account issues and Responsible Gaming inquiries with fast, accurate resolutions.

Working with HVC/VIP, CRM and Payments teams, you will resolve complex cases, document interactions and help scale our HVC support model as the Spanish business grows, ensuring a high-touch customer experience.

Qualifications

• Native-level Spanish with excellent written and verbal communication; English advantageous.
• Experience in customer support or high-touch environments, ideally in online betting/gaming.
• Ability to manage complex customer queries and coach a premium service approach.

Responsibilities

• Deliver premium, personalised support to DAZN Bet High Value Customers in Spain.
• Resolve queries related to promotions, CRM campaigns, accounts and the DAZN Bet experience.
• Own and resolve HVC complaints with clear communication and outcomes.
• Operate the Responsible Gaming helpline in line with regulatory requirements.
• Manage complex escalations and coordinate with internal teams as needed.
• Collaborate with HVC/VIP, CRM, Customer Service, Payments, Safer Gambling and other teams.
• Maintain high service standards and document activity per internal processes.
• Identify recurring issues and help scale the HVC support model as the business grows.
• Support initiatives to strengthen customer satisfaction, trust and loyalty.

Skills

Premium customer service

Spanish language

Problem solving

Client relationship

Regulatory compliance

Collaboration

Job description

Department: 10-895 - Marketing - Marketing

Location: Ceute - Spain

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.