Partyhat - VIP Experience & Retention Manager
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Requirements
• Location • Canada; Argentina; Australia; Brazil; Croatia; Germany; Japan; Mexico; New zealand ; Philippines; Poland; Serbia; Singapore; Thailand; United Kingdom • Location Type • Department • Customer Support • The Mission • The Mission • We are looking for a VIP Relationship Manager to oversee the experience of our most valued users. You aren't just answering tickets; you are building a community of high-tier stakeholders. You will act as a dedicated concierge, ensuring that our "whales" and power users have a seamless, premium experience. This is a high-availability, high-trust role that requires a sophisticated touch and a deep understanding of the Web3 ecosystem. • VIP Relationship Manager • Web3 Mastery: You are a native in the crypto space. You understand DeFi, wallet security, and on-chain transactions at an expert level. You can explain complex concepts to users clearly and confidently. • Web3 Mastery: • High-Level Communication: Your English is flawless. You have the "soft skills" to talk to high-net-worth individuals in a way that feels professional, exclusive, and respectful. • High-Level Communication: • Experience: Previous experience in VIP Support, Account Management, or High-End Hospitality is preferred. You know how to make a user feel like a priority. • The "Always-On" Mindset: Like our support team, this role requires high availability. You must be prepared to respond to VIP needs 7 days a week, as their activity doesn't stop on the weekends. • The "Always-On" Mindset: • Discretion & Integrity: You will be dealing with sensitive information and high-value accounts. Your integrity must be beyond reproach. • Discretion & Integrity: • Operational Details • Operational Details • Location: 100% Remote. • Location: • Schedule: High-availability (7 days a week, shift-based with on-call expectations). • Schedule:
Responsibilities
• Priority Concierge: Act as the direct point of contact for high-tier users, providing rapid, personalized responses to their inquiries and needs. • Priority Concierge: • Retention & Engagement: Proactively check in with VIPs to gather feedback, offer exclusive updates, and ensure they remain active and satisfied within our ecosystem. • Retention & Engagement: • Problem Resolution: Take full ownership of complex issues. If a VIP has a technical problem or a withdrawal delay, you are the "fixer" who coordinates with the tech or finance teams to solve it immediately. • Problem Resolution: • VIP Onboarding: Walk high-net-worth or high-influence users through our platform, ensuring they understand our proprietary tools and security protocols. • VIP Onboarding: • Feedback Loop: Act as the voice of our most important users, relaying their pain points and feature requests directly to the leadership and product teams. • Feedback Loop: • Crisis Management: Handle high-pressure situations with grace, maintaining a calm and professional demeanor even when dealing with significant assets or urgent timelines. • Crisis Management:
Benefits
• Elite Network: Build relationships with the top movers and shakers in the Web3 and creator space. • Elite Network: • Senior Impact: This is a leadership-track role where your insights directly influence the product roadmap. • Senior Impact: • World-Class Culture: Join a team that moves fast, values excellence, and operates at the cutting edge of the digital economy. • World-Class Culture:
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