Night VIP Account Manager

Night VIP Account Manager Parimatch is a global #1 Crypto Sportsbook and Casino company with over 30+ years in betting and gaming industry. We create digital experiences where sports, technology, and crypto meet, focusing on fast transactions, high limits, and premium user experience. With 4,000+ professionals and operations across 15+ countries, Parimatch is a global ecosystem driven by product innovation, advanced technology and customer experience. We are looking for a Night VIP Account Manager with a fast track to Night Supervisor. This is a duty role: at night you keep the service level for the entire VIP segment on par with the day team, and you are the first to see everything happening with our players. In this role, you will: Handle inbound VIP player inquiries across chat, messengers and email Resolve requests within defined SLAs for first response time and resolution time Escalate non-standard and complex cases to the Supervisor or Team Leader Reach out to players on your own initiative based on trigger events: large deposits and withdrawals, prolonged inactivity, approaching status thresholds, birthdays, special promotions, negative behavioural patterns (tilt, significant win or loss) Run personalised communication based on each player's history, preferences and current status Inform players about relevant bonuses, tournaments and personalised offers Maintain and update player profiles in the CRM Work with the back office: verify balances, limits, transaction and verification statuses Monitor dashboards and reports on key metrics: activity, deposits and withdrawals, retention triggers Track VIP player activity and spot retention opportunities Record all communications, agreements and player requests accurately and on time Hand over the shift to the day team in a complete and structured way: open cases, agreements with players, escalations Log incidents and irregular situations that occur during the shift Skills you'll need to bring: 2+ years of experience in VIP and High-Value player support within iGaming (casino and/or betting) Experience with CRM systems and operator back-office tools English or Russian at C1+ level, fluency in any additional language is a plus Fast, fluent writing and the ability to lead a conversation rather than answer in one-liners Initiative: you notice what is happening and reach out to the player first, without waiting for them to contact you A sense of humour and ease in communication, VIP players stay where they feel comfortable A high standard of service in every written interaction Stress resilience and the ability to make independent decisions within your scope of responsibility Attention to detail and discipline in record-keeping: at night you are the single source of information for the day shift Willingness to work night shifts on a 2/2 schedule Understanding of gaming products (casino and betting) and the behavioural specifics of VIP players We care about you: Vacation: Reset. Recharge. Come back stronger. Sick Leave Allowance: Health is power. We designed the system to support you. Benefits Model: Your budget, your rules – spend it where it counts. Day one, it’s yours. No waiting, no barriers. Training Balance: Learn fast. Grow faster. Upskill, stay ahead, and keep your edge sharp. Team Building: Stronger together. We connect, compete, and celebrate – great teams don’t happen by accident. Generation Program : Focused on boosting the potential of children within our families. Work & Fun Balance: Driven at work, alive beyond it. Events, surprises, and shared moments keep our spirit high and our energy unstoppable. Taking care of our people is an integral part of Parimatch shared values, ensuring a supportive and positive workplace culture. Division Parimatch Locations Poland Remote status Fully Remote Employment type Full-time Function Customer Service