VIP Team Lead

VIP Team Lead | iGaming

We are looking for an experienced and proactive VIP Team Lead to manage and develop our VIP team within the iGaming industry.

The ideal candidate is a strong leader with hands-on VIP Management experience, excellent analytical skills, and the ability to drive team performance, optimize processes, and take ownership of key business metrics.

Key Responsibilities

• Lead, manage, and motivate a team of VIP Managers, ensuring high performance and service quality.

• Distribute VIP player portfolios and balance workloads across the team.

• Monitor daily operations, team capacity, task execution, and overall productivity.

• Conduct regular 1:1 meetings, provide constructive feedback, and manage performance reviews.

• Participate in hiring, onboarding, training, and professional development of VIP Managers.

• Monitor and improve key performance indicators, including FRT, CSAT, and VIP Retention.

• Analyze VIP player activity, identify performance gaps, and implement data-driven improvements.

• Oversee High Value and Top VIP player segments, ensuring personalized service and effective retention strategies.

• Handle complex VIP cases and escalations, making independent decisions when appropriate.

• Prepare daily operational reports and present weekly performance updates to the Head of VIP.

• Collaborate with VIP QA, Retention, Streams, Support, and AntiFraud teams to improve service quality and operational efficiency.

• Stay updated on product changes, bonus mechanics, loyalty programs, and platform-specific processes.

• Identify opportunities for process optimization and implement improvements with measurable results.

• Support the scaling and development of the VIP department as the business grows.

Requirements

• Proven experience in VIP Management within the iGaming industry (Online Casino / Sportsbook).

• Previous experience in a Team Lead or Supervisor role, ideally managing a team of 4+ employees.

• Strong understanding of VIP Retention, player segmentation, loyalty programs, and bonus mechanics.

• Experience managing team performance, monitoring KPIs, and improving operational results.

• Knowledge of key metrics such as FRT, CSAT, SLA, and VIP Retention.

• Strong analytical skills and experience with reporting, CRM systems, and performance tracking.

• Experience handling VIP escalations and complex player-related cases.

• Ability to organize team workflows, prioritize tasks, and manage workloads effectively.

• Excellent leadership, communication, and decision-making skills.

• Proactive mindset, independence, and a strong sense of ownership.

• Fluent Russian and/or Ukrainian.

Nice to Have

• Experience scaling or building VIP teams.

• Background in VIP Quality Assurance / Quality Control.

• Experience working across multiple iGaming brands or projects.

• Experience hiring, onboarding, and training VIP Managers.

• Advanced Excel / Google Sheets skills.

What We Offer

• Fully remote work format.

• Opportunity to manage and scale a growing VIP team.

• Direct collaboration with the Head of VIP.

• Autonomy in decision-making and the ability to influence business results.

• Opportunities for professional development and potential career growth to Head of VIP.

• Competitive compensation with performance-based bonuses after the probation period.

Join our team and take the lead in building an efficient, high-performing VIP department!