VIP Experience & Retention Manager

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. KEY RESPONSIBILITIES - Priority Concierge: Act as the direct point of contact for high-tier users, providing rapid, personalized responses to their inquiries and needs. - Retention & Engagement: Proactively check in with VIPs to gather feedback, offer exclusive updates, and ensure they remain active and satisfied within our ecosystem. - 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. - VIP Onboarding: Walk high-net-worth or high-influence users through our platform, ensuring they understand our proprietary tools and security protocols. - 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. - Crisis Management: Handle high-pressure situations with grace, maintaining a calm and professional demeanor even when dealing with significant assets or urgent timelines. THE REQUIREMENTS - 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. - 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. - 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. - Discretion & Integrity: You will be dealing with sensitive information and high-value accounts. Your integrity must be beyond reproach. OPERATIONAL DETAILS - Location: 100% Remote. - Schedule: High-availability (7 days a week, shift-based with on-call expectations). WHY JOIN US? - Elite Network: Build relationships with the top movers and shakers in the Web3 and creator space. - Senior Impact: This is a leadership-track role where your insights directly influence the product roadmap. - World-Class Culture: Join a team that moves fast, values excellence, and operates at the cutting edge of the digital economy.