Head of VIP
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 and business results.
ABOUT THE ROLE
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 own 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 WILL DO
- Lead and develop VIP and Customer Support teams
- Own VIP segmentation, portfolios, bonus policy, retention, and reactivation
- Manage VIP performance: NGR, LTV, churn, and bonus cost
- Oversee 24/7 Support operations, shifts, SLA, service quality, and escalations
- Build an effective Support → VIP handover process
- Manage Support KPIs including FRT, CSAT, resolution time, and repeat contacts
- 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 ARE 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
- Strong ownership and ability to handle critical situations
WILL BE A PLUS
- Mexico/LATAM iGaming experience
- Knowledge of SPEI and OXXO
- Experience building or restructuring VIP/Support operations
- Hands-on VIP portfolio management
WHY JOIN
- Fully remote
- Working hours: 10:00–19:00 Kyiv time, 5/2
- Competitive compensation based on experience
- Direct reporting to the CEO
- High level of ownership and influence
- Opportunity to shape both VIP and Support functions
- Growing team and direct impact on retention and revenue