Junior VIP Account Manager

Brazino777 Global; Lima Metropolitana; On-site; PEN 33,000 - 67,000; Full time

Job summary

Brazino777 Global is building a new in-house Customer Service operation in Lima to support LATAM players across telephone, chat and email. As a VIP Specialist you will manage a portfolio of high-value players, guided by senior VIP Account Managers, and ensure outstanding service.

You will perform outreach, apply upsell and reactivation strategies, trigger campaigns, and log interactions in CRM systems such as Optimove or Salesforce.

Qualifications

• Minimum 1 year of experience in iGaming, or 2 years total professional experience.
• At least 6 months of experience as an Account Manager or in a Sales team.
• Demonstrated understanding of upsell and reactivation strategies, with hands-on experience managing a portfolio or client base.
• Clear and engaging communication skills, both written and verbal, across outreach channels including WhatsApp, phone, and email.

Responsibilities

• Manage, retain, and support VIP players within an assigned portfolio, operating under the guidance of senior VIP Account Managers.
• Conduct outreach via calls and email according to defined engagement cadences.
• Apply upsell and reactivation strategies to grow player value and re-engage inactive clients.
• Trigger promotional campaigns and track tier upgrades within the assigned portfolio.
• Monitor gameplay activity and elevate critical or high-risk cases to the VIP Account Manager.
• Ensure tactical execution of planned actions including segmentations, event responses, and campaign activations.
• Participate in weekly alignment meetings with the VIP team.
• Log and maintain accurate records of client interactions and engagement status in CRM systems.

Skills

VIP customer support

Account management

Upsell & reactivation

Multichannel communication

English & Spanish fluency

Tools

Optimove

Salesforce

CRM dashboards

Job description

About The Role

Join our new in-house Customer Service operation in Lima to support users across LATAM by telephone, chat and email.

Key Responsibilities

• Manage, retain, and support VIP players within an assigned portfolio, operating under the guidance of senior VIP Account Managers.
• Conduct outreach via calls and email according to defined engagement cadences.
• Apply upsell and reactivation strategies to grow player value and re-engage inactive clients.
• Trigger promotional campaigns and track tier upgrades within the assigned portfolio.
• Monitor gameplay activity and elevate critical or high-risk cases to the VIP Account Manager.
• Ensure tactical execution of planned actions including segmentations, event responses, and campaign activations.
• Participate in weekly alignment meetings with the VIP team.
• Log and maintain accurate records of client interactions and engagement status in CRM systems.

KPIs & Quality Expectations

• Service Level and schedule adherence to interval plans.
• Average Handle Time (AHT) and After-Contact Work (ACW) within target while maintaining accuracy.
• Active users, reactivation rate, and QA score per campaign standards.
• Contacts per day, per week, and call success rate.
• Compliance with data-privacy, security and consumer-protection controls.

Qualifications & Skills

• Minimum 1 year of experience in iGaming, or 2 years of total professional experience.
• At least 6 months of experience as an Account Manager or in a Sales team.
• Demonstrated understanding of upsell and reactivation strategies, with hands-on experience managing a portfolio or client base.
• Clear and engaging communication skills, both written and verbal, across outreach channels including WhatsApp, phone, and email.
• Strong organizational skills with the ability to manage a portfolio of accounts while maintaining consistent service quality.
• Attention to detail in monitoring player behavior and identifying escalation, upsell, or reactivation scenarios.
• Familiarity with CRM and reporting tools such as Optimove, Salesforce, or internal dashboards.
• Fluent in English and Spanish; Portuguese is an advantage.
• Willingness to work rotating shifts and occasional weekends to support VIP operations.

Work Setup & Schedule

• On-site at our Lima operations hub with secure connectivity and controlled access.
• Company-provisioned workstation, secure VPN and monitored applications per security policy.
• Rotational shifts including nights/weekends/Peruvian holidays to support a 24/7 operation; overtime or additional coverage may be required during peak events.

Growth & Culture

Operate in a high-performance, data-driven environment with coaching and QA calibrations. High performers can progress to Senior Agent, Quality, Training or Team Lead roles.