Head of VIP/Support (iGaming)
We are hiring for a fast-growing online casino product focused on the Mexican market.
The company is scaling its operations and strengthening the entire player experience — from 24/7 Customer Support to personalized VIP management. This is a dynamic environment with a high level of ownership and the opportunity to directly influence key processes, retention, and revenue.
We are looking for an experienced Head of VIP & Support to take ownership of both VIP and Customer Support functions.
You will lead a team of 8–12 people, growing to around 20, and manage the entire post-registration player journey — from the first Support interaction to long-term VIP management.
The role reports directly to the CEO.
What You’ll Do
- Lead and develop VIP and Customer Support teams
- Own VIP segmentation, portfolios, bonus policy, retention, and reactivation
- Manage key VIP metrics: NGR, LTV, churn, and bonus cost
- Oversee 24/7 Support operations, shifts, SLA, CSAT, and service quality
- Build an effective Support → VIP handover process
- Handle critical VIP, payment, KYC, and player escalation cases
- Own QA, onboarding, and communication standards
- Hire and scale the team as the business grows
- Collaborate with Product, Payments, CRM, and Compliance teams
What We’re Looking For
- 2+ years of experience in iGaming
- 1.5+ years leading a VIP, Retention, or Customer Support team
- Strong understanding of both VIP and Support operations
- Understanding of NGR, GGR, LTV, bonus cost, retention, and reactivation
- Experience with 24/7 Support, shift planning, and SLA
- Knowledge of KYC/AML and payment processes
- Experience with CRM and performance reporting
- English C1
- Spanish B1+ will be a plus
- Mexico/LATAM iGaming experience will be a strong advantage
What We Offer
+ Fully remote
+ Working hours: 10:00–19:00 Kyiv time, 5/2
+ Competitive compensation based on experience
+ Growing team: 8–12 → ~20 people
+ Direct reporting to the CEO
+ High level of ownership and influence on VIP & Support operations
Interested?
Send your CV or message me directly — I’ll be happy to share more details about the project.