VIP Team Lead

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Oversee a team of VIP Managers in daily operations.

• Allocate player portfolios and manage workload effectively.

• Monitor capacity and ensure timely completion of tasks.

• Conduct regular one-on-one meetings and performance evaluations.

• Onboard, train, and nurture the development of team members.

• Enhance team productivity through VIP Quality Assurance initiatives.

• Focus on High Value and Top VIP players.

• Provide support for key VIP accounts and handle escalations.

• Make decisions on complex cases and escalate critical issues to the Head of VIP.

• Gather feedback from VIP players and communicate it to the Streams and Retention teams.

• Maintain comprehensive knowledge of each platform and project.

• Monitor product updates, bonus mechanics, and technical challenges.

• Keep the team updated on relevant changes.

• Perform daily analyses of VIP users by platform.

• Track case metrics, trends, and outcomes.

• Prepare daily reports and present weekly outcomes to the Head of VIP.

• Process workload statistics and manage First Response Times (FRT) and Customer Satisfaction Scores (CSAT).

⛳️ Requirements

• A minimum of 3 years in iGaming VIP / Player Management, with direct experience working with high-value players.

• At least 1 year of experience leading a team of 4 or more, including task distribution, one-on-ones, and performance reviews.

• Thorough understanding of bonus mechanics: wagering, cashback, reload, free spins, and tailored VIP offers.

• Experience with multi-brand or multi-platform operations.

• Strong control over KPIs: FRT, CSAT, workload, retention, and deposit activity within the VIP segment.

• Advanced skills in Google Sheets/Excel, including the use of pivot tables and formulas.

• Familiarity with a Business Intelligence tool such as Tableau, Power BI, Metabase, or Looker.

• Experience with a back office/CRM system such as Smartico, Optimove, Fast Track, Salesforce, or a bespoke system.

• Knowledge of KYC, AML, and Responsible Gambling regulations as they relate to VIP players.

• Capability to make quick, well-reasoned decisions regarding escalations and conflicts.

• Proficiency in Ukrainian.

• English language skills at B2 level or above.

🏝️ Benefits

• Flexible payment options: select the method that suits you best.

• Tax assistance provided: we manage part of your taxes and offer guidance on local regulations.

• Bonuses for holidays, birthdays, work milestones, and more.

• Coverage for courses and certifications.

• Opportunities for career advancement.

• Benefit cafeteria including options for sports, language courses, therapy sessions, and additional perks.

• Team-building activities and attendance at industry conferences.

• New laptops and essential peripherals, such as monitors and headphones.