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 Global
📍 Ciudad de México