VIP Manager (Day Shift 22:00-10:00 EEST)

MOJAM is looking for an experienced VIP Account Manager who has worked with high-roller clients in gaming, not just servicing accounts, but managing his own portfolio of high-value players and being responsible for his results. You will build a long-term retention strategy and actively work on increasing the lifetime value of players. Does this sound like a challenge for you? Then see the details below.

We are looking for a Day Shift VIP Manager to provide 24/7 support for our top clients. Schedule: 2/2, 10:00–22:00 (EEST).

📍 What to Do

• Maintain your own portfolio of VIP players and build an individual approach to each one
• Make decisions independently regarding personal offers and rewards within established limits. Only delegate critical cases to Shift Lead
• Monitor player activity and act proactively: notice changes in behavior, choose the right action and launch it
• Be the first to reach out with offers, event invitations, or just to see how things are going. Don't wait for a player to write first
• Hand over the shift to the night team so that nothing gets lost: report on what happened, who needs follow-up, and what is still open
• Quickly escalate technical questions and account issues to the Support team and keep the Product team informed of the most common issues your players are facing

🦸 Your Superpowers

• 2+ years of experience working with your own portfolio of paying clients, at least one year with the high-value segment. Experience working with VIP players in gaming is a great signal, but a clear transition from Support or Account Management to VIP is also suitable
• You are used to having your work evaluated by specific indicators. Retention, reactivation, deposit frequency, LTV are familiar metrics to you, and you understand how they affect the outcome of your portfolio. In your intro message, name two indicators that you personally managed to improve, and tell us exactly how you achieved this.
• Practical experience with CRM and customer engagement platforms (Customer.io or similar), ticketing systems (Intercom, LiveChat, Jira or similar), and analytical dashboards for segmentation
• You don't just answer questions, you anticipate what the client will need next. The quality of communication is valued, so it's not just a nice-to-have.
• You are able to make decisions independently in non-standard situations, without waiting for approval, and you take responsibility for their results.
• Advanced/Fluent English required

🍪 Team Perks

• The PRO&BRO team , with whom it's cool to create new game universes
• Full remote work from anywhere in the world. If you like coworking, we will compensate for its cost
• Workplace upgrade with a budget for purchasing the necessary equipment
• Flexible schedule without time trackers, because we are focused on results
• Semi-annual bonus for modders as recognition of shared achievements
• Wellness boost for gym, yoga, dance, massage, psychologist and more to maintain your balance and energy
• Skill development with the internal knowledge sharing project Yoda , compensation for training, certifications, English and Ukrainian language courses, and access to AI tools
• Day-offs and gifts for important dates that you choose yourself (birthday, anniversary of cooperation, birth of a child, wedding)
• JAM activities : workshops twice a year in different parts of the world, cool offline teambuildings, CS2 and Dota tournaments, quizzes, lectures and many other events for the team
• As well as relocation, policies for parents, a referral program and a bunch of other opportunities and perks, more details here
• Join if this is about you. We are waiting for your CV!

Let’s Add More Jam Together 🚀