VIP Associate

Who We Are: 

Headquartered in Jersey City, New Jersey, Lotto.com is the first digital platform for ordering official state lottery draw and scratch games on both mobile and web-based platforms. Lotto.com 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 commitments.
• Strong organizational skills and the ability to manage multiple customer relationships, follow-ups, and priorities simultaneously.
• Comfort handling sensitive, confidential, or high-value customer interactions with discretion.
• Strong attention to detail and the ability to accurately document customer interactions and account activity. 
• Comfort working cross-functionally with internal teams to resolve issues and deliver a seamless customer experience.

Bonus Points:

• Bilingual (Spanish) communication skills.
• Previous experience managing VIP, high-value, loyalty, or premium customers.
• Experience working for an online sportsbook, casino, lottery, gaming, or betting platform.
• Familiarity with CRM, ticketing, live chat, or account management platforms.
• Experience with Zendesk or similar customer service tools.
• Experience working in regulated industries. 
• Experience conducting outbound customer calls or proactive retention and reactivation outreach.

Why You’ll Love Working Here:

• Competitive Pay & Bonuses: Rewarding high performance with real financial growth
• Equity Opportunities: Be a part-owner in our growing company
• Retirement Matching: 401(k) plan with company match to help you build your future
• Full Health Coverage: Comprehensive medical, dental, and vision insurance
• Health & Wellness Perk: ClassPass membership to support your active lifestyle and well-being
• Time to Unwind: Paid time off and flexible leave
• Volunteer Time Off: Paid time to give back to the causes and communities you care about
• Vibrant Community: Regular team events in a supportive, high-energy environment

Lotto.com does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, and marital status. If you feel that you are qualified for this position, we encourage you to submit an application.