Are you ready to get the Easygo Edge?
Stake is one of the world's leading online casino and sportsbook platforms, with millions of players across the globe. Behind the experience sits our VIP team, dedicated to building meaningful relationships and delivering exceptional, personalised service to our most valued players. That's where you step in, becoming a trusted point of contact and ensuring every VIP player feels valued, supported and engaged.
What you'll build with us:
As a Junior VIP Host, you'll manage a dedicated portfolio of approximately 350 VIP players, building lasting relationships through proactive communication and tailored experiences. You'll deliver personalised rewards, resolve customer enquiries and work closely with the wider VIP team to provide exceptional service. You'll also develop a deep understanding of Stake's products and player behaviours, helping us continually elevate the VIP experience.
We know that innovation ignites when we build and create together, in person. This is a full-time opportunity based in Melbourne, with a unique split-shift structure combining time in our office with remote evening work to support our global VIP community.
Who is Easygo?
We're a high-growth, high-velocity tech company with millions of eyeballs on us every day. We're building the future of fearless tech.
We're the creators behind some of the most popular brands including Stake, KICK and Easygo Games. While they command a fierce global following, our crew is employed directly by Easygo and that's where the real fun happens.
We're always looking for people who are hungry, humble and move fast. People who are ready to Unify, Disrupt and Evolve with us.
With us you'll grow faster and go further. Your work has impact. And that gives you an edge you can't get anywhere else.
Please note that in this role our team works 6 days a week for 6 hours a day.
Your hours and location of work are below:
Mon - Friday - 9am - 2pm (Office)
Mon - Friday - 9pm - 11pm (Home)
Saturday Or Sunday: 9am - 2pm + 9pm - 11pm (Home)
The impact you’ll make:
- Build and maintain strong, trusted relationships with a dedicated portfolio of approximately 350 VIP players, delivering personalised service that makes every interaction count.
- Act as the primary point of contact for your VIP players, understanding their individual preferences, needs and behaviours to deliver exceptional customer experiences.
- Proactively engage with players to build rapport, strengthen relationships and encourage long-term loyalty.
- Manage player enquiries from start to finish, ensuring timely responses, effective problem-solving and positive outcomes.
- Deliver tailored rewards, bonuses and cashback offers in line with established processes and player needs.
- Use communication platforms including live chat, email and Telegram to maintain meaningful and consistent engagement with VIP players.
- Monitor player activity, behaviours and trends, using insights to identify opportunities to improve the overall VIP experience.
- Collaborate with internal teams to resolve complex enquiries, escalate concerns and ensure a seamless player experience.
- Work closely with VIP Managers, Supervisors and Senior Hosts to achieve team KPIs and continuously improve service standards.
Your track record:
- Minimum 1 year's experience in a customer service environment, ideally within hospitality, sales, account management or a similar customer-facing role.
- Excellent written and verbal communication skills, with the ability to build genuine relationships and adapt your approach to different personalities.
- A customer-first mindset with a genuine passion for delivering exceptional, personalised service.
- Strong interpersonal skills and emotional intelligence, particularly when managing challenging customer interactions.
- Excellent organisational and time management skills, with the ability to manage multiple conversations and priorities simultaneously.
- A proactive, solutions-focused approach with the ability to take ownership of customer enquiries and follow through to resolution.
- Strong attention to detail and a willingness to learn new systems, products and processes.
- Comfortable working towards KPIs and contributing to a collaborative, high-performing team.
- Confidence using digital communication platforms and customer management systems.
Bonus points if you also have:
- Previous experience within the wagering, iGaming or online casino industry.
- Knowledge of cryptocurrency, sports betting or casino products.
- Experience managing customer portfolios, VIP relationships or customer retention.
- Familiarity with Google Workspace, Slack, Jira or Intercom.
Here are our benefits and perks:
Sharpening your edge
- The ultimate sandbox. Exciting, on-the-job learning opportunities.
- 1 in 3 of our people level up their roles every year. If you deliver, you move.
Competitive pay and bonus scheme
- Market-synced pay that respects your craft and location.
- Performance-based bonus recognition based on your impact (up to 20%).
- Help us build our crew and get paid for it with our high-value referral bonus. Because great people know great people.
Other perks
- 18 weeks paid parental leave for primary carers.
- Smooth Parental Return: Ease back into work with 12 weeks of transition support, including fully paid Fridays off during your first three months back.
- Access to Employee Assistance Program.
- Wednesday massages.
- In-house baristas serve you free coffee, fresh juices and smoothies.
- Daily catered breakfast and regular company-wide events.
- Snack walls and drink fridges on every floor.
- Fun, modern office spaces. Pool tables, table tennis, gaming consoles and an F1 simulator.
We play fair. We hire fair.
True to our value of ‘Play fair’ we always hire fair. Our work and our brands are fuelled by our diverse culture. We hire for talent and grit. But we never discriminate. Your race, religion, nationality, gender identity or expression, sexual orientation, age, marital, veteran, or disability status won’t affect our hiring decision, or your trajectory here. Come as you are and get the Easygo edge.
