VIP Associate

Headquartered in Jersey City, New Jersey,  is the first digital platform for ordering official state lottery draw and scratch games on both mobile and web-based platforms.  helps the lottery contribute incremental funds to state-run programs across education, parks, emergency responders, veterans' health, and other important services. With a customer base exceeding 4 million, we are currently available in eleven states, with ambitious plans to extend our presence to more states in the near future.

The Opportunity:

As a VIP Associate, you will support the Relationship Manager in delivering a personalized, high-touch experience for our VIP customers. You will manage day-to-day customer relationships, provide responsive support, conduct proactive outreach, and help ensure our highest-value customers receive exceptional service across all stages of their journey. This is a relationship-focused role that combines customer support, account management, proactive engagement, and strong knowledge of the betting and gaming industry.

Your Impact & Responsibilities:

• Manage a portfolio of VIP customers, serving as a trusted point of contact for questions, requests, and ongoing account support.
• Provide personalized, high-quality assistance through phone, email, chat, and other approved communication channels.
• Make proactive outbound calls and conduct regular outreach to understand customer needs, strengthen relationships, and encourage continued engagement.
• Build strong relationships with VIP customers by learning their preferences, activity patterns, and communication expectations.
• Communicate with our VIP customers who have won prizes over state thresholds, and assist with claiming their prize with the State Lottery/
• Support customers with account-related questions, payments, withdrawals, bonuses, promotions, responsible gaming resources, and general platform navigation.
• Coordinate with Customer Support, Payments, Compliance, Responsible Gaming, Marketing, and other internal teams to resolve customer issues efficiently.
• Identify customer concerns, friction points, and potential churn risks, escalating relevant insights to the Relationship Manager.
• Monitor customer activity and engagement, identifying opportunities for personalized support, retention, and reactivation in line with company policies.
• Maintain accurate and detailed notes on customer interactions, preferences, requests, and follow-up actions within the relevant CRM or account management platform.
• Follow all company policies and regulatory requirements related to customer communication, promotions, responsible gaming, data privacy, and VIP management.
• Handle escalated or sensitive customer situations with professionalism, discretion, empathy, and sound judgment.
• Collaborate with the Relationship Manager on VIP initiatives, customer outreach plans, service improvements, and account strategies.
• Provide feedback on recurring customer issues, product experiences, promotions, and opportunities to improve the VIP journey.
• Ensure all customer communications are timely, accurate, professional, and aligned with the company's tone of voice.
• Availability to work Monday, Tuesday, Wednesday, Friday, and Saturday
  , primarily during the 12:00 p.m.–8:00 p.m. shift, with flexibility and availability during peak customer hours.
• This position is fully hybrid; candidates must be residents of New Jersey

What You Bring:

• Strong customer service and relationship-building skills, with the ability to create trust and rapport with high-value customers.
• Excellent verbal and written communication skills, including confidence and professionalism when handling phone calls.
• A proactive, service-oriented mindset with the ability to anticipate customer needs and follow through on…