Head of Customer Support, VIP and Operations

About LuckyStart.com

LuckyStart.com is a leading online casino operating on the SoftSwiss platform, catering to global audiences with a strong focus on Tier 1 regions. We are committed to delivering an exceptional player experience built on speed, quality, reliability, and personalized service. As we continue to grow, we are looking for a results-driven leader to elevate our Support and VIP operations.

Job Overview

We are seeking an experienced and highly motivated Head of Customer Support & VIP to lead our Support and VIP divisions. The ideal candidate is a strategic thinker with strong operational capabilities, capable of building optimized procedures, driving KPI-focused performance, and cultivating a positive, high-achieving team culture.

This role requires deep experience in iGaming operations, exceptional leadership skills, and strong familiarity with the SoftSwiss platform.

This is a fully remote position.

Key Responsibilities

Team Leadership:
Build, lead, and mentor Customer Support and VIP teams, ensuring high motivation, strong communication, and consistent performance.

Operational Excellence:
Develop and optimize internal procedures, workflows, and guidelines to ensure efficiency, accuracy, and top-tier customer experience.

Performance Management:
Define KPIs, monitor team performance, and implement improvement plans to ensure targets and SLAs are consistently met.

VIP Oversight:
Supervise VIP strategy, segmentation, retention efforts, and direct communication for high-value players when needed.

Quality Assurance:
Implement QA standards, review interactions, and ensure consistent adherence to brand tone, compliance, and service expectations.

Cross-Department Collaboration:
Work closely with Payments, Risk, Fraud, CRM, and Product teams to handle escalations, streamline processes, and resolve complex issues.

Hiring & Training:
Recruit, onboard, and upskill team members, ensuring high capability and continuous growth.

Reporting:
Provide detailed reports on support and VIP performance, team productivity, operational challenges, and player insights.

Qualifications

Experience:
Minimum of 3 years in a leadership role in iGaming Customer Support, VIP, or Operations.

Platform Knowledge:
Strong hands-on experience with the SoftSwiss (SOFTSWISS) platform including back-office workflows, reporting, and player management.

Leadership Skills:
Proven ability to lead distributed teams, set goals, and drive performance.

Analytical Skills:
Ability to interpret data, identify trends, and act on insights to improve team results.

Customer-Centric Mindset:

Deep understanding of player behavior, service excellence, and VIP expectations.

Flexibility:

Comfortable working across time zones and handling urgent issues when needed.

Problem-Solving:

Strong decision-making skills with the ability to manage escalations and high-pressure situations.

Benefits

• Competitive salary and performance-based bonuses
• Fully remote role with flexible working hours
• Opportunity to build and shape the Support & VIP departments

• Work with an international, dynamic, and growing iGaming team

   

Required skills experience

Customer Support Management
VIP Management
Team Leadership
Operational Optimization
SoftSwiss Platform
Analytics & Reporting