Client Relationship Manager

G2 Digital is a startup iGaming company focused on launching a differentiated online casino brand in the highly competitive U.S. market. Our goal is to stand out by delivering a unique, entertainment-led experience that carves out meaningful market share and builds long-term player loyalty. Backed by a team with deep industry experience, we're committed to doing things differently, and doing them right.

To deliver on our mission and create an exceptional casino experience, we are growing our team and want to add some of the brightest minds and biggest creative talents. If you want to be a part of this exciting journey, and can add value to our team, then we want to hear from you. We are currently live in NJ, with other markets (Alberta, Ontario and PA) launching in the coming months.

We are seeking a VIP Host to deliver personalised, high-touch service to our high-value players across all markets, ensuring fast, accurate, and premium support aligned with our “Respect the Gambler” ethos. Working closely with the VIP Manager, the Host manages daily VIP interactions, resolves issues with care, and helps maintain the commercial health of the VIP segment through friction reduction and timely player support.

This role ensures that our most engaged players receive exceptional service and a smooth experience across account, payment, and gameplay touch-points.

• Manage daily 1:1 communication with VIP players across all active markets.
• Deliver personalised support, tailored messages, and premium service experiences.
• Resolve payment, withdrawal, KYC, and account-related issues promptly and professionally.
• Escalate complex or sensitive cases to the VIP Manager or relevant departments.
• Assist with personalised offers, goodwill gestures, and account-level care based on player behaviour.
• Maintain accurate logs of all VIP interactions, preferences, and outcomes in designated systems.
• Monitor VIP activity and flag behavioural changes, early churn indicators, or risk concerns.
• Work collaboratively with CRM Operations to ensure VIP eligibility, segmentation, and messaging accuracy.
• Provide content and player insight support to Customer Engagement for VIP communications.
• Support Payments, Risk, and CS teams with VIP-specific case handling and priority reviews.
• Uphold responsible gaming standards and regulatory requirements in all player interactions.
• Contribute to friction reduction by identifying common VIP pain points and reporting them to the VIP Manager.

• Timeliness and accuracy of VIP player support.
• Quality and professionalism of VIP interactions.
• Responsiveness to high-value queries and escalations.
• Reduction of recurring friction issues for VIP players.
• Correct execution of personalised offers and account handling.
• Quality of insights and player information shared with the VIP Manager.

• 1–2 years experience in VIP, CRM, customer support, or high-value account service (iGaming preferred).
• Strong written and verbal communication skills with the ability to adapt tone based on player profile.
• Experience resolving payment, withdrawal, KYC, or account-related queries.
• High attention to detail and the ability to manage sensitive player information discreetly.
• Professional, calm, and empathetic approach to player interactions.
• Strong organisational skills and the ability to manage multiple conversations simultaneously.
• Experience working with CRM tools, back‑office systems, or payment portals (preferred).
• Ability to flag risks, behavioural changes, and operational issues promptly.
• Familiarity with responsible gaming guidelines and compliance requirements.
• Collaborative mindset with a willingness to support cross-functional teams.

• White Hat / WHG back office.
• CRM platform (Fast Track overview).
• Payment & KYC systems.
• Slack / Teams.
• Jira / Confluence.
• BI dashboards (view-only access).
• Player-first mindset aligned with “Respect the Gambler”.
• Warm, empathetic, and service-driven.
• Discreet, trustworthy, and professional under pressure.
• Low ego, high accountability.
• Problem-solver with strong emotional intelligence.
• Passionate about delivering a premium player experience.