Team Lead of VIP

We are seeking an experienced and strategic Team Lead for our VIP Support Team, responsible for driving operational excellence, maximizing player retention, and ensuring exceptional service delivery to VIP, pre-VIP, and clients of other premium categories across Asia and Tier 1 markets.

This is a leadership role focused on managing and scaling a high-performing VIP support unit, developing internal processes, and collaborating with cross-functional teams, such as retention, product, and finance. You will be expected to make key decisions around staffing, coverage, player status segmentation, communication frameworks, and bonus recommendations — all aimed at enhancing player satisfaction and increasing lifetime value.

Key Responsibilities

Team Management & Leadership

• Lead and manage the current team of VIP and pre-VIP managers, with plans to scale.
• Hire, onboard, and terminate team members based on performance and business needs.
• Prepare clear KPIs and development plans for each VIP/pre-VIP manager.
• Coach and mentor the team to ensure high standards of service and performance.
• Rebuild the department working structure to ensure efficient responsibilities and subordination are covered with corresponding roles for senior manager/operational head and vip-support separation.
  
   

Operational Excellence

• Build and maintain structured workflows including time shifts, calendar planning, daily duties, and escalation flows.
• Ensure 7-day-a-week VIP support coverage across peak time zones; create substitution logic in case of absence.
• Define and implement efficient communication structures (Telegram, WhatsApp, mutual chats, phone calls, etc.).
• Oversee implementation and review of call recordings, support scripts, and internal documentation.
  
   

Strategy & Reporting

• Develop and evolve a comprehensive VIP support strategy aligned with retention goals.
• Design daily, weekly, and monthly reporting formats per manager and for the team overall.
• Track performance metrics and optimize team structure, tools, and scripts accordingly.
• Collaborate with product, CRM, and analytics teams to improve VIP processes and identify opportunities.
  
   

Player Segmentation & Management

• Define who qualifies as VIP, pre-VIP, (as well as introduce other high-roller segments, for instance: super-VIP) based on player behavior and business metrics by GEO.
• Maintain and update VIP/pre-VIP lists weekly in collaboration with retention and finance. More often updates might be needed in specific cases based on business efficiency.
• Propose personalized bonus and cashback mechanics for different VIP segments.
• Approve and assign to operational side implementation of individual offers and segment-based bonuses (within defined limits).

Requirements

• 3+ years of experience in iGaming, preferably in VIP, retention, or support leadership roles.
• Proven track record of managing international teams with focus on Tier 1 markets.
• Strong understanding of customer lifecycle, VIP segmentation, and retention tactics.
• Strategic thinking, data-driven mindset, and attention to detail.
• Fluent English required.
• Hands-on experience with customer communication tools (Telegram, IP calling system, etc.).
• Comfortable with CRM systems, reporting tools (CRM, GA, Power BI, etc.) - indicate which systems exactly.
• Working experience of BetB2B CRM systems is a plus.