Matias Maciel
Customer Support Specialist | VIP Account Manager | Affiliate & Sponsorship Specialist
Summary
Experienced Customer Success and Support Specialist with over 15 years in client-facing roles, including VIP account management in the crypto and iGaming sectors. Skilled at building long-term relationships, resolving complex issues, and optimizing customer experiences. Multilingual in English and Spanish, with a strong technical background in IT support and crypto operations.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
VIP Manager
BC Game
11.2023 - Current
- Manage relationships with the platform's top 10 VIP players, handling sensitive cases involving bonuses, withdrawals, and KYC.
- Monitor player activity to detect potential drop off and proactively re engage clients.
- Collaborate with internal teams to resolve complex issues quickly, ensuring a seamless experience for high-value users.
- Provide fast and accurate support for both fiat and cryptocurrency transactions.
- Improve VIP workflows and communication templates to maintain a professional yet personal tone.
- Prepare weekly performance reports for management, highlighting trends and opportunities for service improvement.
- Supported affiliate and sponsorship initiatives by coordinating with partners, negotiating collaboration terms, and helping expand community reach.
Customer Support Specialist
BingX
09.2022 - 11.2023
- Delivered high-quality customer support through live chat and email for crypto-related queries.
- Managed KYC processes and guided users through compliance requirements.
- Resolved complaints efficiently, securing positive outcomes and maintaining customer trust.
- Provided feedback to improve support procedures after analyzing team interactions.
- Educated customers on crypto features and best practices, enhancing engagement.
- Supporting Affiliates & Sponsorships
Customer Support & Social Media Manager
Karuna IT
02.2020 - 09.2022
- Provided multi-channel customer support, maintaining a professional and empathetic tone.
- Oversaw the company's social media, ensuring accuracy and consistency in communication.
- Processed orders, forms, and service requests, maintaining detailed records of all interactions.
- Trained and managed a small team of junior support representatives.
- Assisted marketing with affiliate and sponsorship activities to support community growth.
Senior IT Analyst
SP&Global
01.2014 - 11.2019
- Installed, maintained, and troubleshooted IT equipment and software for internal teams.
- Managed user accounts, access control, and backups, ensuring operational continuity.
- Served as the first point of contact for all technical queries and provided second-line LAN support.
- Performed regular system audits and applied updates according to policy.
IT Specialist
Korn Ferry / Future Step
07.2012 - 12.2013
- Provided technical support for global teams, managing Active Directory and user accounts.
- Diagnosed and resolved hardware, software, and network issues.
- Installed and configured workstations and peripherals.
- Conducted regular system updates and maintenance to ensure functionality.
- Documented IT procedures and policies for reference and compliance purposes.
- Installed operating systems, applications, patches, updates. as needed.
Earlier Roles (Technical Support)
MA Automotive, Phoenix, and Aluar-Fate O
01.2010 - 12.2012
- Technical Support positions with MA Automotive, Phoenix, and Aluar-Fate O, including hardware/software troubleshooting, user training, and large scale system migrations.
- Educated customers on product features and best practices for use.
- Troubleshot software and hardware issues for diverse client systems.
- Collaborated with engineering teams to resolve complex technical problems.
- Documented customer interactions in a support ticketing system.
Education
Bachelor - Systems Analyst - Information Technology
12-2008
Skills
- VIP Client Relationship Management
- Cryptocurrency support
- KYC compliance
- Social media support
- High-Volume Live Chat & Email Support
- Conflict Resolution & Retention Strategies
- Attention to detail
- Technical troubleshooting
- Affiliate management
- Sponsorship negotiation
Languages
Spanish
First Language
English
Advanced (C1)
C1
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
RemoteSalary Range
$42000/yr - $115000/yrTimeline
VIP Manager - BC Game
11.2023 - Current
Customer Support Specialist - BingX
09.2022 - 11.2023
Customer Support & Social Media Manager - Karuna IT
02.2020 - 09.2022
Senior IT Analyst - SP&Global
01.2014 - 11.2019
IT Specialist - Korn Ferry / Future Step
07.2012 - 12.2013
Earlier Roles (Technical Support) - MA Automotive, Phoenix, and Aluar-Fate O
01.2010 - 12.2012
UTN - Bachelor - Systems Analyst, Information Technology
Certification
- Computer technician in Microsoft servers and networks
- Hardware technician
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