VIP Account Manager (f/m/d)

Workplays; Wrocław; Hybrid; PLN 60,000 - 80,000; Full time

Benefits offered by this job

Career path

Language lessons

Free breakfast

Relocation package

In office massage

Psychological support

Hardware choice

Moms program

Worksmile platform

ESG activities

Job summary

Ten Square Games is hiring a VIP Player Support Specialist to engage our top players with personalized service. You will work closely with product, support and BI teams to ensure a smooth, enjoyable experience for our VIPs while analyzing feedback and helping drive improvements.

The role demands strong English, solid Excel skills, and a proactive, sales-oriented mindset. Hybrid work model requires 3 days in Wroclaw office and 2 days remote.

Qualifications

• Minimum 2 years of customer experience.
• Fluent business English.
• Strong Excel and data-analysis skills.
• Excellent online communication intuition.
• Ability to deliver results under tight timelines.
• Sales-oriented mindset and proactive approach.
• Team player with people focus.
• Customer-first mindset and personalization.

Responsibilities

• Take care of VIP player queries.
• Create VIP-tailored promotional offers.
• Monitor product issues and listen to player feedback.
• Identify issues with high-net-worth customers.
• Improve VIP customer support quality and suggest efficiency improvements.
• Collect and analyze data on customer segments for optimization.
• Report on VIP activity and performance daily/weekly/monthly.
• Collaborate with product, support and BI teams for smooth player experience.

Skills

Customer support

English proficiency

Excel

Communication

Initiative

Team player

Tools

Helpshift

Zendesk

Job description

HYBRID WORK MODEL:

3 DAYS PER WEEK (60%) IN OUR WROCLAW OFFICE AND 2 DAYS REMOTE

About us:

Hi, we are Ten Square Games. We create mobile outdoor experiences (e.g. Fishing Clash). With 77 million registered players in 2024 and 300+ people on board, we keep growing and learning.

What is this job all about?:

Join our team and become the counselor for our most important players — our VIPs. You will keep our top players happy by providing excellent, personalized support and by cooperating with product, support and BI teams to ensure a smooth experience.

Key responsibilities:

• Taking care of VIP player queries
• Creating VIP-tailored promotional offers to satisfy our best customers
• Monitoring product issues and listening to players' feedback for useful ideas
• Identifying potential issues with high-net-worth customers
• Improving the quality of VIP customer support and suggesting solutions to make customer service more efficient
• Collecting and analyzing information and data on customer segments and suggesting changes for optimization
• Evaluating and reporting on VIP activities and performance on a daily/weekly/monthly basis
• Cooperating with product teams, customer support, and BI to ensure a smooth experience for our players

Requirements:

• At least 2 years of experience working with customers
• Business standard of English
• Analytical skills with good knowledge of Microsoft Excel
• Excellent communication intuition, especially on internet channels
• Ability to deliver results and outstanding services whilst working to tight timelines
• Quick to take initiative with business and have a sales-oriented approach
• Strong team player, confident and people-focused
• Customer-focused – understanding customers’ needs and providing a personalized customer support experience

Nice to have:

• Knowledge of an additional language
• Knowledge of customer service tools (Helpshift, Zendesk)
• Passion for games

Location & model:

Hybrid — minimum 3 days per week in our Wrocław office (Dolnośląskie).

Perks for employees:

• Clear career path & internal mobility
• Tailored language lessons
• Free breakfast
• Concierge service
• Individual and team training budget
• Relocation package
• In office massage
• Psychological support
• Choice of hardware
• Program for moms (Stay in the game)
• Worksmile platform with benefits
• ESG company-wide activities

The controller of your personal data is Ten Square Games S.A. with its registered office in Wrocław, at Traugutta 45 (50-416). We process your personal data in connection with the recruitment process. For more information or to contact the DPO write to [e-mail] and see the Privacy Policy: https://tensquaregames.com/wp-content/uploads/2023/01/Privacy_policy_TSG_HR_pl_190123_update-eng.pdf