Location: Fully remote - Philippines (3 days per week in office) 
Working hours: Rotating shifts
Reporting to: VIP Team Leader

About the Role
We are seeking a VIP Chat Agent (iGaming) to join our growing team. In this role, you’ll deliver real-time, high-touch service to our most valuable players across live chat, VIP messaging platforms (like Telegram), and occasional calls.

Key Responsibilities

• Deliver live chat service tailored to VIP players, providing fast, accurate, and high-touch assistance.

• Build immediate rapport with players through empathetic, knowledgeable, and professional communication.

• Act as an extension of the VIP Account Management team, aligned on promotions, player preferences, bonus methodology and tone of voice.

• Liaise with internal teams to escalate and resolve player needs seamlessly, minimizing friction.

• Maintain detailed, structured records of all player interactions to support data-led VIP service refinement.

• Identify recurring pain points or opportunities and share feedback proactively with relevant teams.

• Uphold strict confidentiality and brand standards in every conversation.

What You Bring

• A minimum of 2 years’ experience in customer support, at least 1 within the iGaming sector.

• Exposure to VIP handling or premium service environments is an advantage.

• Exceptional English (C1/C2) communication skills — clear, concise, and customer-centric.

• Strong interpersonal instincts: you know how to make someone feel valued, even through a screen or phone call.

• Comfortable handling sensitive situations calmly and professionally.

• Proactive mindset with the ability to problem-solve in real-time.

Why Join Us?

• You’ll make a real impact here, working in a fast-paced environment where your daily contributions directly shape the customer experience and the success of our product.

• Forget the commute for good. This is a fully remote position that allows you to work from the comfort of your own home using your own device.

• We believe in objective growth. You’ll work within a structured, performance-led framework where your hard work is recognized through clear, measurable metrics.