Welcome to KTO Group, where innovation drives excitement in iGaming. Founded in 2018 by Andreas Bardun, we’re transforming online gaming with a focus on transparency and player satisfaction.
At KTO.com, we blend the thrill of sports betting with online casino entertainment, tailored to local markets and powered by our proprietary platform for a seamless, personalized experience. KTO is a rising leader in LATAM, proudly ranked among Brazil’s top 10 iGaming brands. Join us as we set new standards in trust, innovation, and the future of iGaming.
Summary of role
We are seeking a highly motivated and customer-focused Junior VIP Experience Specialist (Customer Facing) to join the VIP Experience Team at KTO. In this position, you will be responsible for cultivating and maintaining strong relationships with high-value customers, ensuring they receive a personalized and premium gaming experience.
The ideal candidate will bring solid experience in customer service, excellent communication skills, and a strong understanding of the online gaming industry. You will also contribute to the execution of VIP events, custom campaigns, while providing strategic insights to help elevate the overall VIP experience.
Key ResponsibilitiesVIP Relationship Management: Build and maintain strong, lasting relationships with VIP customers to maximize their satisfaction and loyalty to KTO.Communication: Interact with VIP customers through various channels, including phone calls, emails, live chat, and social media, offering personalized service and dedicated attention.Retention and Loyalty: Support the implementation of retention strategies for VIP players by executing personalized engagement initiatives and monitoring their activity to help improve loyalty and value over time. Assist in identifying potential issues and escalating or addressing them promptly to prevent customer churn.Account Monitoring: Regularly monitor VIP player activity, analyzing their betting behavior and preferences to offer personalized promotions and rewards.Event Management: Assist in the organization, preparation, and execution of VIP events, ensuring a unique experience for the VIP customer. This includes managing invitations, logistics, communications and event reception.Feedback and Improvement: Collect feedback from VIP customers to understand their needs and expectations. Collaborate with internal teams to continuously improve the VIP experience.Compliance and Responsible Gaming: Ensure all interactions with VIP players align with responsible gaming practices and regulatory requirements.Other initiatives: Collaborate with VIP Leadership Team and other team members to achieve overall goals.Desired Experience & Qualifications
Experience: Experience in Customer Support, Customer Relationship Management, VIP Account Management, or similar roles within the online gaming industry.Communication Skills: Excellent communication and interpersonal skills, with the ability to build trust and connection with VIP customers.Industry Knowledge: Understanding of the online gaming industry, including sports betting and online casinos.Customer Focus: A passion for delivering exceptional service and exceeding customer expectations.Analytical Skills: Ability to analyze data and trends to make informed decisions and propose recommendations.Problem-Solving: Skill in handling difficult situations calmly and effectively.Flexibility: Availability to work flexible hours, including evenings and weekends, as needed to support VIP players.Tech Affinity: Proficiency in using CRM systems, BI tools, Microsoft Office, and other relevant software.Languages: English proficiency will be a plus.At KTO, diversity isn't just a buzzword – it's our strength. We're all about creating an inclusive environment where everyone feels valued and empowered. Together, we're not just working on projects – we're making a real impact in our communities. Join us in celebrating diversity and driving meaningful change!
KTO is licensed for Brazilian sports betting and online gaming under Portaria 2.093/2024, ensuring a secure and regulated environment for our operations.
Participation is prohibited for:
Individuals under 18 (eighteen) years of age;
Public agents with duties directly related to the regulation, control, and supervision of the activity within the federative entity in whose personnel framework they perform their duties;
- Persons who have or may have any influence on the outcome of a real event with a sports theme subject to fixed-odds lottery betting, including:
- Persons holding positions as sports directors, sports coaches, trainers, and members of the technical staff;
- Referees of sports, referee assistants, or equivalents, sports entrepreneurs, agents or representatives of athletes and coaches, coaches or members of the technical staff;
- Members of the administrative or supervisory body of entities responsible for organizing competitions or sporting events;
- Athletes participating in competitions organized by entities within the National Sports System;
Individuals diagnosed with gambling addiction, according to a diagnosis from a qualified mental health professional.
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