Senior User Success Manager at Southern Motor Carriers

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

User Onboarding, VIP Relationship Management, Support Team Oversight, Retention, Loyalty Programs, Feedback Collection, Product Improvement, Reporting, Analytics, Communication Skills, Relationship Building, Crypto Knowledge, Gaming Experience, Support Tools, Organizational Skills, Proactive Mindset

Industry

IT Services and IT Consulting

Description

Industry: iGaming Employment Type: Full-Time Company: Maverick Working Hours: 9am - 5pm GMT+4 Job Description: We are seeking a User Success Manager to manage the full user lifecycle—from onboarding and education to long-term retention and VIP relationship management. You’ll play a central role in ensuring support quality, maximizing user satisfaction, and building loyalty with our top-tier players. Key Responsibilities:1. User Onboarding & Success Guide new users through registration, deposits, and game access. Create easy-to-follow onboarding resources (FAQ, video, walkthroughs). Increase conversion from signup to first play/deposit. 2. VIP Relationship Management Identify and manage high-value users (top depositors, frequent players). Offer white-glove service: priority support, exclusive bonuses, personal attention. Monitor VIP activity and trigger personalized promotions and check-ins. Maintain a VIP calendar for birthdays, milestones, and custom offers. 3. Support Team Oversight Oversee and optimize support across channels (Telegram, email, live chat). Create internal workflows for fast issue resolution and escalation. Train support staff on handling both regular and VIP cases. Audit support quality and manage ticket KPIs. 4. Retention & Loyalty Track user activity and flag dormant accounts for re-engagement. Suggest and coordinate loyalty programs, streak rewards, and referral incentives. Collaborate with marketing to run CRM-driven campaigns. 5. Feedback & Product Improvement Collect user and VIP feedback to improve platform UX. Communicate insights to product, design, and dev teams. Stay on top of user pain points and rapidly resolve friction. 6. Reporting & Analytics Track onboarding completion, VIP lifetime value, NPS, retention rates, and issue resolution speed. Segment reports between regular and VIP user behavior. Use Supabase dashboards, GA4, or custom analytics tools to drive insight-based decisions. 2+ years in user success, account management, or VIP support roles Experience in crypto, gaming, or sweepstakes environments Excellent communication and relationship-building skills Deep understanding of crypto deposits, wallet systems, and user onboarding Organized and proactive with a strong service mindset Proficient in support tools like Telegram, Intercom, Zendesk, and dashboards 100% remote work with flexible hours Competitive compensation in crypto or USD Key role in building a user-obsessed crypto gaming brand Autonomy to shape VIP systems, loyalty flows, and retention journeys

Responsibilities

The Senior User Success Manager will manage the full user lifecycle, focusing on onboarding, education, and long-term retention. This role includes overseeing support quality and building loyalty with top-tier players.