VIP Agent

The goal of the VIP team is to improve player retention, reactivate inactive players, increase loyalty and grow the long-term value of our VIP customers.

Daily Responsibilities

The VIP Agent will be expected to:

• Build long-term relationships with assigned VIP players.
• Be the main point of contact for their portfolio.
• Make regular outbound calls.
• Communicate with players via WhatsApp and other messaging apps.
• Monitor player activity every day.
• Identify inactive or declining players and proactively reactivate them.
• Congratulate players on birthdays, important milestones and significant wins.
• Offer personalized bonuses and promotions according to internal guidelines.
• Assist players with large withdrawals or other important account-related situations.
• Collect player feedback and share useful insights with internal teams.
• Identify promising Gold players and help them progress to Platinum.
• Keep detailed CRM notes after every important interaction.
• Work closely with CRM, Customer Support, Payments and Casino teams.

Communication channels

VIP players should have direct access to their assigned VIP Agent.

As part of this project, we also expect support with setting up all required communication tools for the team.

Each VIP Agent should have dedicated business accounts for communicating with players, including:

• WhatsApp Business;
• Viber (where applicable);
• Telegram (if required);
• any other messaging platforms commonly used by Nigerian players.

Although agents will have standard working hours, VIP players should still be able to reach their assigned manager outside of working hours in urgent situations, such as major wins, high-value withdrawals or other priority cases. We are not expecting 24/7 availability, but flexibility is an important part of this role.

Candidate profile

We're looking for people who genuinely enjoy working with customers and building long-term relationships.

The ideal candidate should:

• have excellent communication skills;
• be confident speaking with customers over the phone;
• be proactive rather than reactive;
• be able to build trust and loyalty;
• be organised and comfortable managing their own portfolio;
• be able to analyse player behaviour and identify opportunities for retention.

Previous experience in iGaming VIP, Sportsbook, Customer Retention, Account Management, Customer Success, Sales, Premium Customer Service or similar relationship-focused roles would be a strong advantage.

We are also open to candidates from industries such as fintech, banking, telecom or premium sales if they have strong customer relationship management experience.

Language Requirements

• Fluent English (spoken and written) is mandatory.
• Knowledge of Nigerian languages (Yoruba, Igbo or Hausa) would be a strong advantage, but is not mandatory.
• Candidates should be comfortable communicating with Nigerian customers and understand the local culture.

Success in this role

Success will not be measured by the number of chats answered.

Instead, we expect VIP Agents to:

• improve player retention;
• reactivate inactive players;
• increase player engagement;
• grow the GGR of their portfolio;
• develop Gold players into Platinum VIPs;
• build strong relationships that keep players loyal to our brand.