About the Role

Join our new in-house Customer Service operation 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 escalate 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

- 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.

📌 Junior VIP Account Manager (Ciudad de México)
🏢 Brazino777
📍 Ciudad de México