VIP Support Supervisor

VIP Support Supervisor Company Description: RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment Who We Are: An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers. Always Pushing the Boundaries? You Already Belong at RISK! Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics. Job Description We are looking for a VIP Support Supervisor to take full ownership of the VIP support function on the Turkish market. This is a build role, not a maintenance one. You will design how the team works, rewrite what doesn't work, and run the direction on data: SLA, CSAT, workload, contact reasons. If you like owning a function end to end and have the analytical discipline to back your decisions with numbers, this will fit. Strategy, processes and development: Organise the work of the VIP support line and build an efficient, comfortable workflow for agents Audit current procedures and regulations, adjust what exists and write new ones from scratch Keep agents informed about every change in procedures and product Support agents on complex, non-standard and disputed cases Develop direct communication with VIP clients: oversee onboarding of new clients, collect their contacts, give personal feedback on delayed requests, and steadily grow the share of VIP clients reachable through direct channels (WhatsApp, Telegram, calls) Daily operational control: Monitor the team: agent presence on the line, statuses, timely chat closure Track chat ratings daily, react quickly to negative feedback, identify weak areas and fix them on the spot Own and improve SLA, push requests through adjacent departments (billing, anti-fraud, IT) so client issues are resolved as fast as possible Enforce business rules on bonus issuance, prevent fraud and errors, and train agents to analyse client data properly before granting a bonus Analytics, reporting and team syncs: Track and analyse key metrics with a clear understanding of what drives every rise and drop: volume and topics of requests, agent workload and RA, SLA and chat ratings broken down by topic Maintain reporting documentation Run weekly and monthly meetings with agents (syncs and 1-on-1s): case reviews, process alignment, feedback Qualifications 1.5+ years as a Supervisor, Team Lead or Shift Lead in customer support. VIP or premium service experience is a key advantage Fluent Turkish and Russian Hands-on experience with SLA, CSAT, RA, AHT, agent workload and contact reason dynamics, plus the ability to identify cause and effect behind metric changes and make decisions based on numbers Confident use of Google Sheets or Excel (pivot tables, formulas) and BI systems (Looker, Power BI, Tableau) WFM and operations: building schedules, planning shifts, controlling online statuses and team workload Experience with omnichannel support systems (Zendesk, Freshdesk, Intercom, LiveChat or similar) Knowledge of bonus business rules and the ability to analyse a client profile for fraud indicators Cross-functional experience: escalations to billing, anti-fraud and IT Proven experience describing, implementing and optimising regulations and workflows from scratch Soft skills that matter here: Premium-level client focus: empathy, tact, and the ability to build long-term trust with high-value clients Leadership and mentoring: motivating the team, teaching agents to work with data, giving developmental feedback Analytical and critical thinking: seeing the real process problem behind the numbers and getting to the root cause Resilience and diplomacy: staying composed in critical situations, resolving conflicts, handling VIP dissatisfaction constructively Proactivity: spotting weak points and taking responsibility for fixing them without waiting to be asked Strong organisation and multitasking: balancing daily operations, analytics and team development Additional Information Our Benefit Cafeteria is Packed with Goodies: Children Allowance Mental Health Support Sport Activities Language Courses Automotive Services Veterinary Services Home Office Setup Assistance Dental Services Books and Stationery Training Compensation And yes, even Massage! Ready to Take the Leap? Join a team where every day is an opportunity to take a RISK and come out on top. Follow us on LinkedIn and Instagram , and let us be your hub for turning ambitious ideas and extraordinary solutions into reality. At RISK, we believe that our people are the driving force behind our success. Together, we can achieve great things and push the boundaries of what's possible in the iGaming industry. Division Risk Locations Baku, Azerbaijan Remote status Fully Remote Employment type Full-time Function Customer Service