VIP Account Manager (f/m/d)

Ten Square Games; Wrocław; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Office in Wroclaw

Job summary

Ten Square Games in Wrocław is seeking a VIP Customer Support Counselor to delight our most valued players across the globe. You will handle VIP queries, craft tailored promotions, and relay feedback to product teams to improve player experience.

You should be patient, communicative, and results-driven, with at least two years of customer experience, good English, and strong Excel skills. The role is hybrid: three days in the Wroclaw office and two remote days.

Qualifications

• Minimum 2 years of experience in customer support.
• Business English proficiency.
• Strong Excel skills for data and reporting.
• Excellent communication, with a focus on internet channels.
• Sales-oriented mindset and initiative.

Responsibilities

• Take care of VIP player queries.
• Create VIP-tailored promotional offers for top customers.
• Monitor product issues and collect player feedback.
• Collaborate with product, support and BI teams to ensure smooth experiences.
• Analyze data on customer segments and suggest improvements.

Skills

Customer support

English (Business)

Excel

Communication skills

Sales mindset

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 , and we live games! No, not a typo - but a level up from loving! We are on a mission of giving players excellent outdoor experiences on their mobiles. With global hits, such as Fishing Clash, we know how to make the best of technology, fun, and fair play. With 77 million registered players in 2024 and 300+ people on board , we keep growing and learning, having the insatiable hunger for the next success. If you also like to explore the unknown and know how to own it, we want to work with you!

What is this job all about?

Join our team and become the counselor for our most important players!

Surrounded by flashlights and race cars – that’s our VIPs ! Or, at least, that’s how we imagine them. They come from many places around the world, have different backgrounds and occupations, but they all have one thing in common – they really love our games! And it’s your job to keep them happy! To succeed in this role, you should be patient, thorough, and result-oriented; also important is an excellent knowledge of languages, good communication skills, and… sales intuition!

Requirements

What will you be doing?

• Taking care of VIP Player queries;
• Creating VIP-tailored promotional offers to satisfy our best customers;
• Monitoring product issues, listening to player’s feedback for useful ideas;
• Identifying potential issues with high-net-worth customers;
• Improving the quality of VIP customer support or suggesting solutions aimed at making the 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.

What are we looking for?

• At least 2 years of experience working with customers;
• Business standard of English;
• Battle-tested 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.

Amaze us with:

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