Matias Maciel
Customer Support Specialist | VIP Account Manager | Affiliate & Sponsorship Specialist
Summary
I help companies in the crypto, iGaming, and fintech space turn customer support into a growth driver.
With over 10 years of experience across Customer Support, VIP Account Management, and Affiliate & Sponsorship growth, I’ve learned that loyalty comes from more than quick replies it comes from trust, personalization, and consistency.
# Customer Support Specialist:
Experienced in high-volume live chat & email, KYC, technical troubleshooting, and crypto operations. I ensure every interaction ends with clarity, care, and resolution.
# VIP Account Manager:
Skilled in retaining and growing high-value players by delivering 5⭐ experiences, personalized bonuses, and proactive engagement to prevent churn.
# Affiliate & Sponsorship Specialist:
Supported successful campaigns, partnerships, and community growth initiatives that boosted visibility and ROI.
Helping users feel valued while helping businesses grow. Whether it’s securing VIP loyalty, managing affiliate relationships, or solving complex support cases, I bridge the gap between customer experience and business goals.
🌍 Bilingual (English & Spanish) | Strong IT background | Crypto-native
Always open to connecting with industry professionals and exploring new opportunities in Customer Support, VIP Management, or Partnerships within crypto, gaming, and beyond.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
VIP Manager - KOL BD
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 - KOL BD - 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