Night VIP Account Manager — Path to Supervisor

Parimatch

Warszawa

On-site

PLN 80,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Vacation policy

Sick leave

Benefits model

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Team building

Generation program

Work & Fun balance

Job summary

Parimatch is seeking a Night VIP Account Manager to maintain outstanding service for our VIP players during night shifts. You will handle inbound inquiries across chat, messengers and email, resolve requests within defined SLAs, and escalate complex cases to the Supervisor or Team Leader.

You will run personalized communications based on player histories, inform players about bonuses and promotions, and keep CRM profiles up to date.

Qualifications

2+ years of VIP and High-Value player support within iGaming.
Experience with CRM systems and operator back-office tools.
English or Russian at C1+ level, fluency in any additional language is a plus.

Responsibilities

Handle inbound VIP player inquiries across chat, messengers and email.
Resolve requests within defined SLAs for first response time and resolution time.
Escalate non-standard and complex cases to the Supervisor or Team Leader.
Reach out to players on your own initiative based on trigger events (deposits, inactivity, status thresholds, birthdays, promotions).
Run personalised communication based on each player's history, preferences and current status.
Inform players about relevant bonuses, tournaments and offers.
Maintain and update player profiles in the CRM.
Work with the back office to verify balances, limits, and verification statuses.
Monitor dashboards and reports on key metrics (activity, deposits/withdrawals, retention).
Track VIP activity and spot retention opportunities.
Log communications and hand over shifts to the day team in a complete, structured way.