User Management Advisor (SVIP Team)

About the role

The User Management Advisor will serve as the primary point of contact for VIP and non‑VIP users, delivering personalized support across multiple channels. Working within the SVIP team, you will help ensure a seamless experience, foster strong relationships, and contribute to user acquisition and retention.

Key responsibilities

• Respond promptly and professionally to VIP and non‑VIP user inquiries via chat, email, and phone.
• Provide tailored solutions that meet individual user needs and enhance overall satisfaction.
• Build and maintain strong relationships with high‑value users to encourage retention and engagement.
• Identify and pursue new SVIP user leads, supporting acquisition strategies.
• Collaborate with internal teams to efficiently escalate and resolve user issues.
• Track, analyze, and report recurring user feedback to drive service improvements.

Required profile

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

Required skills

• CRM tools
• User behavior analytics