User Management Advisor (SVIP Team)

About the role

The User Management Advisor will serve as the primary point of contact for both VIP and non‑VIP users, delivering personalized support across multiple channels. This role focuses on building strong relationships with high‑value users, driving retention, and contributing to user acquisition efforts within the SVIP team.

Key responsibilities

• Respond to VIP and non‑VIP user inquiries promptly, professionally, and in a personalized manner across various communication channels.
• Provide tailored support and solutions to meet user needs and ensure an exceptional experience.
• Build and maintain strong relationships with high‑value users to encourage retention and engagement.
• Identify new SVIP user leads and support user acquisition strategies.
• Collaborate with internal teams to efficiently escalate and resolve user issues.
• Track and analyze user feedback, reporting recurring issues to improve services.

Required profile

• Proficiency in English and Arabic, both spoken and written.
• Excellent interpersonal and communication skills with a strong service mindset.
• Experience with live‑streaming platforms or digital entertainment is a plus.
• Ability to multitask and remain calm under pressure.
• Strong problem‑solving abilities and attention to detail.
• Comfortable working in a fast‑paced, dynamic environment.

Required skills