Junior VIP Account Manager

About the Role

Join our new in-house Customer Service operation in Lima 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

• On-site at our Lima operations hub with secure connectivity and controlled access.
• Company-provisioned workstation, secure VPN and monitored applications per security policy.
• 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.