Jobs Head / Chief

⭐ About BetVam

BetVam is a licensed Ukrainian iGaming operator currently in the active launch phase and building its core business processes from the ground up. We are creating a modern betting and casino platform focused on long-term growth, excellent customer experience, operational excellence, and sustainable player value within a regulated market.

About the Role

We are looking for an experienced Head of Support to build, lead, and scale the entire Customer Support function for our new iGaming project at the pre-launch stage. This is a strategic leadership role responsible for defining the customer support vision, building high-performing teams, implementing best-in-class support processes, and ensuring exceptional player experience across all customer touchpoints. You will work closely with Product, CRM, Payments, Risk, Compliance, and Operations teams to create a world-class support organization that scales with the business.

Responsibilities

• Build and lead the Customer Support department from the ground up.
• Define the customer support strategy, operating model, KPIs, and service standards.
• Recruit, develop, and manage Team Leads, Support Leads, QA Specialists, Trainers, and Customer Support Agents.
• Establish scalable support processes, workflows, and quality assurance programs.
• Ensure excellent customer service across all communication channels, including Live Chat, Email, and Messaging platforms.
• Own customer satisfaction, response times, resolution times, and overall service quality.
• Monitor operational performance and drive continuous improvements through data analysis.
• Develop workforce planning, shift management, and resource allocation strategies.
• Handle high-level customer escalations and ensure timely resolution of critical issues.
• Collaborate closely with Product, CRM, Payments, Fraud, Risk, Compliance, VIP, and Marketing teams to improve the customer experience.
• Build reporting dashboards and present operational performance to senior management.
• Drive automation, AI solutions, self-service initiatives, and knowledge management.
• Ensure compliance with company policies, responsible gaming requirements, and regulatory standards.
• Support business growth by continuously optimizing customer support operations.

Requirements

• 4+ years of experience in Customer Support within the iGaming industry.
• At least 2 years of experience managing Customer Support Managers, Team Leads, or large support teams.
• Proven experience building or scaling customer support operations.
• Strong understanding of sportsbook, online casino, and player lifecycle.
• Experience managing multi-channel customer support operations (Live Chat, Email, Messaging, Social Media).
• Strong leadership, coaching, and organizational skills.
• Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, LiveChat, or similar.
• Strong analytical skills with experience using KPIs, SLAs, CSAT, FRT, ART, and other support metrics.
• Experience managing customer escalations and service recovery.
• Ability to work in a fast-paced startup environment and build processes from scratch.
• English – business level

Nice to Have

• Experience launching a new iGaming brand or supporting a pre-launch project.
• Experience managing multilingual and 24/7 customer support operations.
• Knowledge of Responsible Gaming, AML, and KYC support processes.
• Experience implementing AI-powered customer support solutions and automation.
• Experience working with VIP Support teams.
• Familiarity with Jira, Confluence, Slack, Google Workspace, and workforce management tools.
• Experience managing outsourced or international customer support teams.

Company Offers

• Opportunity to build and lead the entire Customer Support function from the ground up.
• A key leadership role with significant influence on customer experience and operational strategy.
• Work on an exciting licensed iGaming project during its launch phase.
• High level of ownership, autonomy, and direct collaboration with senior leadership.
• Competitive salary package.
• Professional growth and long-term career development opportunities.
• Friendly, ambitious, and collaborative work environment.
• Modern office in Kyiv 

🎯 Role Overview

We are looking for a Head of Business Account Management to lead and scale our account management function within an iGaming platform.
This role is responsible for building strong relationships with partners (operators), driving revenue growth, improving retention, and ensuring high-quality service delivery across all accounts.
You will play a key role in bridging business, product, and operations, acting as a strategic partner for our clients.

 

⚙️ Your Tasks:

• Lead and develop the Account Management team
• Own the full lifecycle of partner relationships: onboarding, growth, retention etc
• Build and maintain strong relationships with key partners (casino operators, brands)
• Drive revenue growth through upsell, cross-sell, and optimization of partner performance
• Monitor and improve partner KPIs (GGR, turnover, retention, LTV, activity levels)
• Act as the main escalation point for key accounts and complex issues
• Collaborate closely with Product, Payments, CRM, and Tech teams to improve partner experience
• Identify growth opportunities and propose strategic initiatives for partner development
• Analyze partner performance and provide actionable insights
• Participate in negotiations of commercial terms and contracts
• Represent the company at industry events and conferences (SiGMA, ICE, iGB, etc.)

👤 Our Criteria:

• 4+ years of experience in Account Management / Key Account Managementin iGaming
• Proven experience in a leadership role (Team Lead / Head level)
• Strong understanding of iGaming ecosystem (casino, sportsbook, platforms, providers)
• Strong commercial mindset and ability to drive revenue
• Experience working with Tier 1 / regulated markets is a strong plus
• Excellent communication and negotiation skills
• Data-driven approach and ability to work with KPIs
• Ability to manage multiple stakeholders and complex accounts
• English — Upper-Intermediate+

Nice to have:

• Experience working with platform products (aggregators / white label / turnkey solutions)
• Understanding of payments and PSP landscape
• Experience in CRM / retention strategies
• Existing network in iGaming industry
• Experience working with B2B clients (operators/platform users)

💼 Our Offer:

• Flexible work setup — work remotely or from the office, we focus on results, not location;
• Support for a comfortable work environment — we compensate coworking expenses and EcoFlow power stationsto help our team stay productive during power outages in Ukraine;
• Unlimited vacation and sick leave, because we trust our people to manage their time responsibly;
• Relocation support for team members who want to move;
• Regular performance-based bonuses that reward individual and team impact;
• Learning support — we cover 50% of professional courses and development programs;
• Language & wellbeing support — we cover 50% of English classes and psychological consultations;
• Career growth opportunities — we prioritize internal promotions and development;
• Team culture that actually feels like one — regular gifts, company merch, and team events throughout the year;
• Real impact — we are small enough for every voice to be heard and big enough to turn great ideas into action quickly.

❗️ Important: This is an On-Site Position in Lisbon❗️

This is an on-site position based at our office in the Lisbon Metropolitan area. Remote or hybrid arrangements are not available once you join the team.

Are you ready for an international move? We are looking for candidates who are either already based in Lisbon or are eager to relocate to Portugal. To make your transition smooth, we provide full relocation support and visa sponsorship for successful international candidates.

About the Role

We are seeking a people-first, strategic Technical Manager to lead, cultivate, and inspire our engineering teams in our Lisbon office. In this role, you won't just be managing from afar; you will be on the ground with your teams, acting as a supportive partner to help them unblock technical hurdles and navigate daily challenges.

You excel at seeing the big picture, bridging the gap between high-level business strategy and day-to-day execution. As a crucial link to executive leadership, you will champion a thriving engineering culture while effectively reporting on progress and aligning deliverables with our broader corporate vision.

About the Client

Our partner is a dynamic tech company building cutting-edge product engineering across Fintech, iGaming, and Marketing. They turn innovative ideas into high-performing engines and launch them at scale. As their exclusive recruitment partner, Lionhires manages their full-cycle talent acquisition.

What You Will Do

• Set Engineering Culture: Foster a high-performance, inclusive, and collaborative engineering culture rooted in psychological safety, open feedback, and accountability.
• On-the-Ground Team Support: Work closely with the Lisbon engineering teams on a daily basis, understanding their day-to-day challenges and actively helping them solve technical and operational issues.
• Lisbon Office Leadership: Direct and empower local engineering teams, overseeing performance evaluations, personal talent growth, and local succession planning.
• C-Level Communication & Reporting: Act as a key technical partner for executive leadership. Translate engineering progress into high-level strategic reports and clearly communicate business objectives back to the teams.
• Big Picture Alignment: Maintain a holistic view of the company’s product and business milestones, ensuring that the local team's focus and delivery align perfectly with long-term strategic goals.

• Optimize Local Operations: Streamline the SDLC and Agile processes (Scrum/Kanban) within the Lisbon office to eliminate bottlenecks and optimize resource allocation.

   

What You Bring

• Proven Leadership: 10+ years of experience in technology, including 5+ years in engineering leadership roles directly managing multiple teams, managers, or local offices.
• On-the-Ground Mentorship: A strong track record of being an empathetic, accessible leader who enjoys working directly with developers and team leads to unblock issues.
• Strategic & Big-Picture Mindset: Exceptional ability to look past the immediate codebase to see the broader business context, successfully managing complex technical trade-offs.
• Executive Presence: Stellar presentation and communication skills, with a proven ability to confidently report to C-level executives and navigate fast-paced, high-pressure environments.
• Culture Builder: Demonstrated success in shaping engineering standards, improving team morale, and driving a healthy work environment.

• Education & Language: A Bachelor's or Master's degree in Computer Science, Computer Engineering, or a related field, alongside full professional fluency in English.

   

What's in It for You

• Financial Growth: Competitive remuneration package with structured annual salary reviews, plus a €200 net monthly transport allowance.
• Comprehensive Health: Premium private medical coverage including inpatient, outpatient, dental, annual check-ups, and maternity support.
• Work-Life Balance: Generous time off with 24 non-business vacation days and an additional 6 paid sick days per year.
• Full Relocation Support: Flights, up to 2 weeks of hotel accommodation, and dedicated visa relocation support for you and your immediate family members.
• Wellness & Sports: An Urban Sport membership (accessing 50+ activities across Europe) alongside partial compensation for tennis and padel lessons.
• Continuous Learning: Tailored professional development opportunities and partial cost compensation for English and Portuguese language classes.

• Culture & Connection: Engaging team-building activities and the chance to work on highly challenging, impactful technical projects

  .

For our partner we are looking for Head of CRM (Retention)

🌍Location: Remote / Flexible
🌐Domain: iGaming • Online Casino • Sports Betting • Multi-Brand Expansion

About the Company

We are a fast-growing iGaming operator successfully running our flagship online casino & sportsbook brand. With strong performance, ambitious expansion goals, and an upcoming transition to a multi-brand ecosystem, we are now strengthening our retention and customer lifecycle function.

We are looking for a Head of CRM (Retention) who will build, scale, and lead our CRM strategy across all existing and future brands — ensuring high engagement, strong player loyalty, optimized LTV, and sustainable revenue growth.

This is a strategic and hands-on leadership role for an expert who knows how to design and manage high-performing retention systems across GEOs.

💠Role Overview

The Head of CRM will own the full CRM & retention strategy: lifecycle automation, segmentation, player activation & reactivation, bonus mechanics, churn prevention, and communications (email/SMS/push/in-app).

You will lead a team (CRM managers, content/communications) and align closely with product, data, VIP, and marketing teams to execute a strong retention engine supporting multi-brand scaling.

☑️Key Responsibilities

Strategic Leadership

• Build and execute the global CRM & retention strategy for casino & sportsbook.
• Develop a unified retention framework to support multi-brand expansion.
• Drive player lifecycle optimization: onboarding, engagement, churn reduction, reactivation.
• Own CRM roadmap, planning, budgeting, and performance KPIs.

Customer Journey & Segmentation

• Develop advanced segmentation models based on behavior, value, risk profiles, and product preferences.
• Design automated lifecycle flows for Casino and Sports betting customers.
• Build and optimize multi-channel communication journeys (email, SMS, push, in-app, onsite).

Retention Campaigns & Promotions

• Create and manage retention campaigns: weekly promos, tournaments, missions, sports events campaigns.
• Collaborate with Product on bonus mechanics, reward systems, and gamification.
• Manage campaign A/B testing, experimentation frameworks, and personalization.

Data & Performance Management

• Own CRM analytics: LTV, churn rate, retention cohorts, NGR uplift, ROAS of retention campaigns.
• Work closely with BI/Data teams to build dashboards and reporting for all brands.
• Ensure accurate tracking, attribution, and customer insights across CRM touchpoints.

Team Leadership & Cross-Functional Collaboration

• Lead, mentor, and grow the CRM/Retention team.
• Collaborate tightly with Product, VIP, Marketing, Support, Risk & Fraud, and Payments.
• Align retention strategy with acquisition, VIP strategy, sportsbook schedule, and brand plans.

Technology & Tools

• Manage CRM platforms (e.g., Customer.io, Optimove, Smartico, BetConstruct/SoftSwiss CRM modules, etc.)
• Drive automation, efficiency, and scaling of workflows.
• Oversee deliverability, domain warm-up, technical CRM hygiene, and integration quality.

• Participate in platform migration or implementation during multi-brand expansion.

   

Requirements

Experience & Expertise

• 4+ years in CRM / Retention in iGaming (casino + sportsbook) — must.
• Experience leading CRM teams or heading CRM/Retention in a mid-large operator.
• Proven success building retention strategies for multi-GEO operations.
• Strong understanding of bonus mechanics, wagering systems, segmentation, gamification.
• Hands-on with CRM automation, lifecycle flows, and campaign execution.

Technical Skills

• CRM tools: Customer.io / Optimove / Braze / Smartico or similar.
• Experience with HTML email templates (basic edits).
• Understanding of domain warm-up, deliverability, and email infrastructure is a plus.
• Strong analytical mindset: cohort analysis, ROI, LTV, retention KPIs.

Soft Skills

• Leadership and team management.
• Strategic thinking with hands-on execution capability.
• Data-driven mindset and continuous optimization approach.

• Excellent communication and cross-functional collaboration skills.

   

✨Offer

• Work in a rapidly growing iGaming company with plans to become a multi-brand operator.
• Full ownership of CRM & retention strategy.
• Competitive compensation package and bonuses.
• Flexible schedule, remote opportunities.
• Professional development budget (courses, conferences).
• Opportunity to build a strong CRM team and influence product direction.
• Fast decision-making environment with no bureaucracy.