Group Lead VIP Support

RedCore is an international business group that creates technological solutions for digital markets. 

Our products and services cover fintech, marketing, e-commerce, customer service, communications, and regulatory technologies.

Powering Growth from the Core — this is the key mission laid under RedCore’s strong foundation. This is how we consistently stay ahead: by evolving and creating scalable solutions, while remaining committed to open and transparent communication with our partners.

We are looking for a Group Lead VIP Support!

Requirements:

• 3+ years of experience in Group Lead VIP Support/Head of VIP Support position
• Proven experience managing multiple teams through Team Leads
• Strong experience in setting KPIs, monitoring performance, and driving improvement initiatives
• Experience with capacity, headcount, workload, and resource planning
• Experience developing Team Leads, conducting performance reviews, and increasing managerial autonomy
• Strong understanding of VIP Support operations, CRM, retention, churn, reactivation, and bonus management
• Experience analyzing business and customer metrics and identifying systemic issues
• Ability to develop and implement action plans based on performance data
• Experience collaborating with cross-functional teams, including CRM, Product, Payments, Risk, and Analytics
• Strong analytical, problem-solving, and decision-making skills
• Ability to establish processes and standards and ensure their consistent implementation across teams
• English — B2 (Upper-Intermediate)

Responsibilities:

• Managing VIP Support operations, SLA, KPI, and 24/7 coverage
• Managing Team Leads, performance, development, and escalations
• Ensuring compliance with internal policies and regulatory requirements
• Monitoring fraud, risks, and sensitive customer communications
• Approving individual VIP customer solutions and handling exceptional cases
• Executing retention strategy, offers, and sales targets
• Analyzing customer feedback and driving improvements in LTV and churn
• Collaborating with Product, Retention, Security, Anti-Fraud, and other teams

• Managing concierge service providers and operational reporting

   

Our benefits to you:

• Modern corporate equipment based on macOS or Windows and additional equipment are provided
• Paid vacations, sick leave, personal events days, days off
• Referral program — enjoy cooperation with your colleagues and get the bonus
• Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences
• Rewards program for mentoring and coaching colleagues
• In-house Travel Service
• Multiple internal activities
• Other benefits could be added based on your location