VIP Customer Support Manager (Spanish/LATAM)
xSlots Casino
May 2023 - Nov 2025 (2 years 7 months)
- Provided personalized VIP customer support in Spanish via live chat, email
- Managed VIP player relationships, retention, reactivation, and daily account-related requests
- Assisted players with deposits, withdrawals, bonuses, verification, and technical issues
- Analyzed player activity and prepared personalized bonus and deposit offers
- Supported KYC processes and handled sensitive player data in accordance with AML and compliance requirements
- Identified and escalated potential fraud, payment, and account security concerns
- Coordinated complex cases with Payments, Anti-Fraud, Games, Support, and Compliance teams
- Created and monitored escalations in Jira and maintained accurate client records in Bitrix and back-office systems
- Res