VIP Customer Service Specialist

What you will do:

As a bilingual Spanish and English speaking VIP Customer Service Representative you will oversee nurture and develop relationships with high-value customers with a strong focus on retention satisfaction and maximizing Customer Lifetime Value (CLV). Your main goal is to maintain regular contact with VIPs to understand their needs and expectations providing fast responses and effective solutions. Whether its answering their questions or assisting them with any challenges youll be there every step of the way to ensure a smooth and enjoyable experience.

Your Squad:

Our team is all about good vibes and working together like a tight-knit crew. We create awarm and inclusive environment where everyone feels welcome so dont worry if you dont have specific industry experience - were looking for friendly outgoing folks who know how to give exceptional customer service. So if youve excelled in customer-facing roles we want you on our team! Were big on collaboration celebrating wins and helping each other grow.

Work Schedule: Please note this role will be based in our office in Lima Perú.

The online casino world never sleeps and thats why weve crafted a rotating roster that allows us to deliver top-notch service to our global players across multiple time-zones. We do understand how important work-life balance is though so we provide you with your roster 4 weeks in advance to give you plenty of time to plan your life outside of work.

Who are we

Easygo is a well-established tech startup we pride ourselves on being early adopters progressive in our approach and adaptable to the ever-changing technology landscape. Our brands include & Twist Gaming with more in the pipeline. Our core focus is in the online gaming space building well-designed casino games crypto platforms and sportsbooks and we have launched additional brands to support this. Stake & Kick are used by millions of people around the world and youll see their logos on the Alfa Romeo F1 Team Everton & Watford Jerseys the UFC and Drake and e-gamers. The last 2 years have been huge for us we have grown from 20 to 200 team members. Whilst the products that we build are global the majority of the team sits in Melbourne at our Australian headquarters in the heart of the CBD where we have 3 amazing offices in the same building with all the bells and whistles you could ever want including an in-house barista pool and table tennis tables PS5 and Nintendo Switches a meditation room help yourself drinks fridge and snack wall catered breakfast daily weekly massages and a pub lunch.

Click play on your career today!

Main Duties and Responsibilities:

• Oversee nurture and develop relationships with high-value customers with a strong focus on retention satisfaction and maximizing Customer Lifetime Value (CLV).
• Maintain regular contact with VIPs to understand their needs and expectations providing fast responses and effective solutions.
• Proactively identify VIP customer needs pain points and preferences to offer tailored promotions rewards and exclusive experiences adapted to the Peruvian market.
• Analyze gaming patterns preferences and historical data to optimize personalized offers.
• Work closely with Product Marketing Payments and Support teams to ensure service consistency and excellence.
• Coordinate unique experiences including exclusive tournaments gifts trips and special access.
• Measure VIP portfolio performance churn revenue and customer satisfaction and propose data-driven improvements.
• Coordination with Customer Service Risk and CRM teams ensuring a smooth efficient VIP operation aligned with local regulations.

Work experience and skills:

• Excellent native-level Spanish communication skills both written and verbal.
• English is a strong plus for interacting with international teams.
• Experience managing customer portfolios in iGaming sports betting online casino fintech entertainment or digital services.
• Proven experience in direct customer relationship management longterm relationship building and handling customer needs and pain points.
• Solid knowledge of VIP management CRM tools customer segmentation and campaign execution.
• Goal-oriented analytical profile with experience working with KPIs and performance metrics.
• Strong commercial mindset and a clear understanding of what drives revenue and long-term customer value.
• High attention to detail and excellent communication skills.
• Genuine passion for sports and online casino; you understand and speak the language of our players.

We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyones perspectives and experience we never discriminate on the basis of race religion national origin gender identity or expression sexual orientation age or marital veteran or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field where merit and accomplishment are the only criteria for success.