VIP Customer Support Representative
This role is for a VIP Customer Support Representative at Jugabet, a brand and gaming platform focused on the Latin American market. The position requires providing premium, high-level support to VIP clients and ensuring 24/7 coverage, including night shifts. The representative will be responsible for promptly responding to inquiries, resolving complex issues, and maintaining high service standards.
- Provide premium, high-level support to VIP clients via chat, email, phone (when needed)
- Ensure 24/7 coverage, specifically handling night shift operations
- Respond to customer inquiries promptly and professionally
- Resolve complex issues efficiently while maintaining VIP service standards
- Escalate technical or high-priority cases to relevant departments when necessary
- Monitor customer accounts and proactively identify potential issues
- Meet KPIs related to response time, resolution time, and customer satisfaction
- Adapt to rotating schedules, including weekends and holidays
- Ensure smooth shift handovers between day and night teams
- Previous experience in the iGaming industry or familiarity with it (preferred)
- Upper-Intermediate level of English (written and spoken) (required)
- Fluent Spanish speaker (required)
- 3+ years of experience in customer support (required)
- Experience handling live chat and email interactions will be considered an advantage (preferred)
- Excellent organizational skills and ability to prioritise in order to meet deadlines (required)
- Excellent teamwork skills with strong communication skills (required)
- Ability to work in a fast-paced environment and under pressure (required)
- Problem-solving skills (required)
- Health & Wellness Focus
- Growth Opportunities
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.