🌟 Allow us to introduce ourselves
CSGORoll, a gamified skins platform, is the market leader in the industry with over 1 million active users. Currently serving North America and Europe, this platform aims to expand to non-English markets as well, bringing a unique gamified experience to users around the world. First launched in 2016, CSGORoll went through a rocket ship growth since the announcement of the CS2 game. The revenue has soared to new heights, surpassing our current headcount. Up until now, we have been relying on intuition alone, without data. Shocking, right? Now, it's time to take things up a notch. Picture this: improved operational procedures, visionary senior leadership, venturing into new non-English speaking markets, cutting-edge product development, turbocharged SEO, and eye-catching paid ads. We welcome you, a skilled professional to bring your skills to the table and bring the company into a whole new league with us!
🚀 Your mission as a VIP Ops Manager!
The VIP Operations Manager at CSGORoll is tasked with delivering exceptional service and support to high-value customers, ensuring their satisfaction, retention, and loyalty to the platform. They will oversee all aspects of VIP operations, striving to exceed expectations and cultivate strong relationships with VIP clients.
What you’ll be doing:
Develop and implement strategies to enhance the VIP customer experience, including personalized services, exclusive promotions, and tailored communication channels.
Serve as the primary point of contact for VIP clients, addressing their inquiries, concerns, and requests promptly and professionally.
Build and maintain strong relationships with VIP customers, understanding their preferences, gaming habits, and feedback to continuously improve their experience.
Collaborate with cross-functional teams, including customer support, marketing, and product development, to address VIP-related issues and implement solutions.
Monitor VIP activity and performance, analyzing data and metrics to identify trends, opportunities, and areas for improvement.
Plan and execute VIP events, tournaments, and promotions, coordinating logistics and ensuring seamless execution.
Conduct regular reviews and assessments of VIP accounts, identifying potential risks, fraud, or compliance issues, and taking appropriate actions to mitigate them.
Stay updated on industry trends, competitor activities, and best practices in VIP management, implementing innovative strategies to maintain CSGORoll's competitive edge.
Manage a team of VIP representatives, providing leadership, guidance, and support to ensure they deliver exceptional service and achieve performance targets.
You will thrive in this role if you have:
Bachelor's degree in Business Administration, Marketing, or a related field (or equivalent experience).
Proven experience in VIP management or customer relationship management, preferably in the online gaming or gambling industry.
Excellent interpersonal and communication skills, with the ability to build rapport and trust with high-value clients.
Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
Ability to work under pressure in a fast-paced environment, managing multiple priorities and deadlines effectively.
Knowledge of online gaming platforms, including CSGO, and an understanding of the needs and preferences of VIP customers.
Familiarity with CRM systems, analytics tools, and Microsoft Office Suite.
Leadership experience, with the ability to motivate and inspire a team to achieve goals and deliver exceptional results.
Flexibility to work evenings, weekends, and holidays as needed to accommodate VIP clients' schedules and events.
The benefit list — or what’s in it for you:
You’ll grow as a business leader - This is a key role for us, providing a unique opportunity for a very broad learning curve and getting to know every aspect of a fast-growing gaming organization — and eventually being able to grow into a wide set of roles. You’ll be able to influence the strategic direction and move the needle in nearly every aspect of the business while using and honing a very wide set of skills. For any additional educational needs, we’ll set you up with a learning and development budget.
A focus on flexibility and balance - We are firm believers in focusing on outcomes over controlling the process — and our remote-first approach to work proves it! We want you to be able to do your best work without worrying about things like equipment, so we’ll set you up with a work-from-home budget so you can arrange your space to best serve your needs. This is a role that requires a lot of mental resources and resilience, so we want to mention that our employees have access to Spill, an employee mental health platform.
You get to work with a brilliant team in a fast-growing environment - We’re an innovative and fast-growing company building some amazing products in our diverse portfolio, with endless opportunities for wins big and small — and every year we organize a big offsite to celebrate them.
This post not only outlines our ideal candidate but also serves as an inspiration for what this role can evolve into. Even if you consider yourself an 80% fit but have a genuine passion for this position, we encourage you to apply. We're eager to hear from individuals who share our enthusiasm. CSGORoll is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
