VIP Account Specialist

About Stay Group: Stay Group is a premier, internationally recognized digital marketing pioneer, player acquisition trailblazer, and entertainment solutions leader on an absolute mission to help high-growth businesses acquire their target customer cohorts and engineer world-class player experiences across the global iGaming sector. By connecting deep data-driven user metrics, high-converting retention marketing platforms, and personalized account management frameworks, Stay Group accelerates user engagement and builds sustainable multi-channel loyalty for industry-leading entertainment brands. Operating inside a high-trust, fully remote organizational framework that prioritizes continuous professional upskilling and personal autonomy, Stay Group values technical agility, clear cross-functional alignment, and extreme personal ownership over outcomes. The company provides high-agency customer success specialists with an uncompromised remote canvas to leverage state-of-the-art CRM technology, manipulate individual retention strategies, and govern VIP player portfolios safely across Ukraine.

Position Overview

We are seeking a highly motivated, customer-focused VIP Account Specialist to join our core centralized VIP Department collective in a full-time remote capacity across Ukraine. In this high-leverage and results-driven consumer relationship track, you will step up to claim true individual operational accountability for building, nurturing, and sealing long-term premium relationships with our most valuable players, driving platform velocity, and maximizing customer lifetime value (LTV) metrics. Shifting completely away from routine inbound support queues, passive data monitoring, or monotone administrative ticket routing, you will operate as a principal portfolio strategist—translating abstract player behavior logs and session preferences into highly personalized account nurturing experiences. This position requires an agile customer relations professional with 1+ year of professional customer-facing history who handles player escalations fluidly natively using Customer Support triage methodologies, manages digital user touchpoints smoothly natively using Social Media Manager engagement practices across messengers, and maps targeted promotional reward structures confidently inside specialized enterprise CRM configurations.

Key Responsibilities

• VIP Player Portfolio Governance: Build, scale, and maintain trusted, long-term advisor relationships with high-value VIP players, managing multi-channel outbound communications cleanly natively utilizing Customer Support frameworks (via phone calls, emails, live chat interfaces, and global messengers).
• Personalized Retention Strategy Execution: Formulate, document, and execute individual, customized player retention strategies, tracking cohort decay patterns to maximize player loyalty, brand affinity, and overall lifetime value.
• Tailored Offer and Reward Allocation: Create and present exclusive corporate bonus packages, tier-one promotion schemes, and personalized reward catalogs engineered to map precisely to documented player motivations.
• High-Stakes Concern and Feedback Triage: Handle and resolve sensitive player concerns, high-priority account complaints, and volatile negative feedback strings independently, preserving absolute customer satisfaction and brand trust.
• Behavioral Data Tracking and Analytics: Monitor and review real-time player telemetry data sets, performance trends, and spending patterns within your assigned portfolio to identify early-stage churn risks or growth engagement opportunities natively leveraging Social Media Manager parameters.
• Cross-Functional Experience Alignment: Partner in lockstep with distributed Product Management, Performance Marketing, Front-line Support, and Technical Operations cells to streamline and continuously iterate on the comprehensive VIP platform experience.
• Rigorous Revenue and KPI Reporting: Track, evaluate, and distribute detailed reports outlining key customer retention metrics, net gaming revenue trends, baseline player activities, and personal portfolio velocity marks to leadership boards.
• Agile Process Contribution: Contribute proactive suggestions, structural workflow changes, and creative loyalty initiatives to optimize broader company acquisition systems and drive sustainable startup growth.

Required Skills & Qualifications

• A minimum of 1 year of verified professional history running advanced customer-facing operations, business-to-consumer account management, digital retention marketing, high-ticket sales development, or VIP customer care consulting.
• Deep, authoritative technical command of customer lifecycle mechanics, consumer relationship management, portfolio prioritization, conflict de-escalation models, and user churn mitigation patterns.
• Expert-tier capability resolving multi-layered player escalations, structuring text briefings, and managing multi-channel communication pipelines natively utilizing Customer Support platforms.
• Practical operational familiarity auditing user behavioral metrics, tracking engagement trends across chat systems, and organizing promotional incentives natively using Social Media Manager tracking parameters.
• Demonstrated success achieving strict individual delivery targets, retention benchmarks, or conversion velocity goals within a fast-moving customer-centric environment.
• Strong baseline operational familiarity operating within modern enterprise CRM software environments or customer relationship ticketing hubs (with preferred nice-to-have exposure to SoftSwiss or related iGaming architectures).
• Possession of a strong professional command of the English language, meeting or exceeding a verified B2B CEFR B2 level framework or above, enabling flawless alignment when communicating with multinational teams and diverse player bases.
• Location Context: Position open exclusively to qualified customer success managers based permanently and resident within **Ukraine** to operate under a 100% remote work-from-home layout with flexible working hours.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial customer care history operating explicitly within the high-growth fields of the international iGaming sector, digital sports booking platforms, multi-currency online gaming, or real-money transaction ecosystems.
• Familiarity tracking basic digital analytics dashboards or parsing simple structural spreadsheet sheets (Excel/Google Sheets) to map behavioral segments.
• An outcome-driven personal philosophy rooted in high communication curiosity, an empathetic yet professional problem-solving style, a passion for digital entertainment, and an absolute desire to build exceptional, world-class user experiences.

What We Offer

• Results-Driven International Salaried Blueprint: A highly competitive full-time baseline compensation package calibrated precisely to evaluate your account management authority, retention expertise, and portfolio execution velocities, inside an expanding tech environment.
• The exceptional professional canvas to directly direct, shape, and manage the VIP user frameworks power-routing retention for an innovative digital marketing champion.
• Profound work-from-home remote parameters offering a 100% virtual setting from anywhere in the world, complete scheduling flexibility to balance your personal and professional life, and zero commuting friction.
• Access to elite professional development resources, including our corporate **English Speaking Club** to refine your linguistic mechanics through regular expert practice guidance.
• Integration into an inclusive, highly friendly corporate culture that actively connection-builds, drives cross-functional innovation, and ensures all builders feel truly valued.