VIP Customer Support Representative
This role is for a VIP Customer Support Representative at Jugabet, a brand and gaming platform focused on the Latin American market. The position requires providing premium, high-level support to VIP clients and ensuring 24/7 coverage, including night shifts. The representative will be responsible for promptly responding to inquiries, resolving complex issues, and maintaining high service standards.
- Provide premium, high-level support to VIP clients via chat, email, phone (when needed)
- Ensure 24/7 coverage, specifically handling night shift operations
- Respond to customer inquiries promptly and professionally
- Resolve complex issues efficiently while maintaining VIP service standards
- Escalate technical or high-priority cases to relevant departments when necessary
- Monitor customer accounts and proactively identify potential issues
- Meet KPIs related to response time, resolution time, and customer satisfaction
- Adapt to rotating schedules, including weekends and holidays
- Ensure smooth shift handovers between day and night teams
- Previous experience in the iGaming industry or familiarity with it (preferred)
- Upper-Intermediate level of English (written and spoken) (required)
- Fluent Spanish speaker (required)
- 3+ years of experience in customer support (required)
- Experience handling live chat and email interactions will be considered an advantage (preferred)
- Excellent organizational skills and ability to prioritise in order to meet deadlines (required)
- Excellent teamwork skills with strong communication skills (required)
- Ability to work in a fast-paced environment and under pressure (required)
- Problem-solving skills (required)
- Health & Wellness Focus
- Growth Opportunities
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a leading business advisory and services group in iGaming and Entertainment. We are creators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, we help businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth. Our expertise spans across key areas: from business and brand strategy development to market research, marketing solutions, IT customization, organizational structuring, and talent management. We partner with our clients to turn challenges into competitive advantages, ensuring successful market entries and long-term global expansion. We Are Opportunities Unlockers. Our approach is rooted in identifying potential and unlocking opportunities — whether it’s launching new iGaming brands worldwide or giving our team players a once-in-a-lifetime chance to thrive. Grow. Win. Repeat.