--- title: VIP Customer Support Specialist, iGaming at Confidential description: The VIP Customer Support Agent is responsible for providing fast, professional and personalised support to VIP and high-value players across all available communication channels. The role focuses on d --- # VIP Customer Support Specialist, iGaming **Company:** Confidential **Location:** Georgia **Posted:** 2026-10-13 **Apply by:** 2026-11-27 [Apply / View original posting](https://www.linkedin.com/jobs/view/4478790240) ## Job description The VIP Customer Support Agent is responsible for providing fast, professional and personalised support to VIP and high-value players across all available communication channels. The role focuses on delivering a high standard of customer service, resolving player issues efficiently, coordinating with internal departments and ensuring VIP cases receive the appropriate level of priority and follow-up. Key Responsibilities Provide dedicated support to VIP and high-value players through live chat, email and other approved communication channels. Handle VIP enquiries with a high level of professionalism, discretion and urgency. Investigate and resolve account, deposit, withdrawal, bonus, gameplay and general service-related enquiries. Prioritise time-sensitive VIP cases and ensure appropriate follow-up until resolution. Coordinate with Payments, Risk/KYC, Games, Sportsbook, CRM and other departments when cases require additional investigation. Escalate complex, sensitive or high-value cases to the VIP Team Lead or relevant department. Keep VIP players informed during investigations and avoid leaving cases without updates. Maintain accurate notes and documentation of player interactions, actions taken and escalations. Identify recurring player issues and report operational problems affecting the VIP customer experience. Support VIP account and portfolio activities when required by the VIP team. Follow internal procedures relating to KYC, responsible gaming, payments, bonuses, complaints and account security. Ensure that player information and commercially sensitive information are handled confidentially. Maintain awareness of current VIP promotions, campaigns, products and relevant operational changes. Work closely with VIP Account Managers/Agents to provide consistent service across the VIP portfolio. Daily Responsibilities Review pending VIP cases and outstanding follow-ups at the beginning of the shift. Monitor and respond to incoming VIP chats and messages. Check unresolved cases from previous shifts. Follow up with internal departments on pending VIP requests. Escalate cases approaching or exceeding agreed service levels. Record all relevant actions and player communication accurately. Complete a clear handover for unresolved or high-priority cases at the end of the shift. Requirements Previous experience in Customer Support, preferably within iGaming, fintech, payments or another high-volume online environment. Strong written and verbal English. Excellent customer communication and problem-solving skills. Ability to remain professional when dealing with demanding or high-value customers. Good understanding of online casino and/or sportsbook operations is an advantage. Understanding of deposits, withdrawals, KYC and player account processes is preferred. Ability to manage multiple cases and priorities simultaneously. Strong attention to detail and accurate case documentation. Comfortable working with different departments to resolve customer issues. Availability to work shifts, including evenings and weekends where required. --- 🔔 [Monitor similar jobs on Gurify](https://gurify.com/?utm_source=techgeo&utm_medium=jobboard&utm_campaign=monitor_similar&role=VIP+Customer+Support+Specialist%2C+iGaming) — get alerted when matching roles are posted in Georgia. ```json {"@context":"https://schema.org/","@type":"JobPosting","title":"VIP Customer Support Specialist, iGaming","description":"

The VIP Customer Support Agent is responsible for providing fast, professional and personalised support to VIP and high-value players across all available communication channels. The role focuses on delivering a high standard of customer service, resolving player issues efficiently, coordinating with internal departments and ensuring VIP cases receive the appropriate level of priority and follow-up. Key Responsibilities Provide dedicated support to VIP and high-value players through live chat, email and other approved communication channels. Handle VIP enquiries with a high level of professionalism, discretion and urgency. Investigate and resolve account, deposit, withdrawal, bonus, gameplay and general service-related enquiries. Prioritise time-sensitive VIP cases and ensure appropriate follow-up until resolution. Coordinate with Payments, Risk/KYC, Games, Sportsbook, CRM and other departments when cases require additional investigation. Escalate complex, sensitive or high-value cases to the VIP Team Lead or relevant department. Keep VIP players informed during investigations and avoid leaving cases without updates. Maintain accurate notes and documentation of player interactions, actions taken and escalations. Identify recurring player issues and report operational problems affecting the VIP customer experience. Support VIP account and portfolio activities when required by the VIP team. Follow internal procedures relating to KYC, responsible gaming, payments, bonuses, complaints and account security. Ensure that player information and commercially sensitive information are handled confidentially. Maintain awareness of current VIP promotions, campaigns, products and relevant operational changes. Work closely with VIP Account Managers/Agents to provide consistent service across the VIP portfolio. Daily Responsibilities Review pending VIP cases and outstanding follow-ups at the beginning of the shift. Monitor and respond to incoming VIP chats and messages. Check unresolved cases from previous shifts. Follow up with internal departments on pending VIP requests. Escalate cases approaching or exceeding agreed service levels. Record all relevant actions and player communication accurately. Complete a clear handover for unresolved or high-priority cases at the end of the shift. Requirements Previous experience in Customer Support, preferably within iGaming, fintech, payments or another high-volume online environment. Strong written and verbal English. Excellent customer communication and problem-solving skills. Ability to remain professional when dealing with demanding or high-value customers. Good understanding of online casino and/or sportsbook operations is an advantage. Understanding of deposits, withdrawals, KYC and player account processes is preferred. Ability to manage multiple cases and priorities simultaneously. Strong attention to detail and accurate case documentation. Comfortable working with different departments to resolve customer issues. Availability to work shifts, including evenings and weekends where required.

","identifier":{"@type":"PropertyValue","name":"TechGeo","value":"4478790240"},"url":"https://techgeo.ge/job/vip-customer-support-specialist-igaming-4b50d52","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Georgia","addressCountry":"GE"}},"hiringOrganization":{"@type":"Organization","name":"Confidential"},"directApply":false,"datePosted":"2026-10-13","validThrough":"2026-11-27T23:59:59+04:00"} ```