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Lead Account Management Specialist

3 months ago

Toronto, Ontario, Canada VGW Full time

Exciting Opportunity:

Lead Account Management Specialist, Escalations & Triage

Location: Hybrid Toronto, CAN

About the Company: VGW is a prominent interactive entertainment organization dedicated to providing exceptional, free-to-play gaming experiences by merging technology with creativity.

About the Role: Become a vital part of our Account Management division in Toronto as a Lead Account Management Specialist. In this role, you will mentor and guide a team of Account Managers, strategically evaluate unmanaged accounts, and address player escalations concerning anti-fraud measures, responsible gaming practices, and anti-money laundering protocols.

Key Responsibilities:

  • Efficiently managing the escalation process
  • Utilizing key performance indicators to evaluate player satisfaction and team effectiveness
  • Monitoring player engagement to enhance overall player experience
  • Ensuring team adherence to various compliance mandates
  • Fostering a culture of excellence within the team

Requirements:

  • Minimum of 2 years in B2C relationship management
  • At least 6 months of experience in managing player escalations
  • Comprehensive understanding of the escalation process and account evaluations
  • Proven leadership capabilities
  • Ability to propose effective solutions
  • Strong organizational and time management skills

About VGW:

VGW is a trailblazer in the realm of online social gaming, featuring high-quality brands such as Chumba Casino and Global Poker, with a commitment to ensuring a secure and positive player experience.

Why VGW?

Join a diverse and inclusive workforce that prioritizes collaboration, integrity, player-centric approaches, and enthusiasm. We provide flexibility, opportunities for professional growth, competitive remuneration, and an enjoyable work atmosphere to achieve extraordinary results together.

Discover more about our mission and values.