Gypsy Collective

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people. 

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

We are looking for a DWH Engineer to design, build, and maintain scalable data warehouse solutions that support analytics and business decision-making. You will work across the full data lifecycle - from data ingestion and transformation to orchestration and optimization - while collaborating with analysts, engineers, and business stakeholders.
 

📅  Your adventures include:

• Develop, and maintain DWH and Data Lake solutions aligned with business requirements;
• Build, optimize, and support ETL/ELT pipelines using Python, SQL, Airflow, and related technologies;
• Integrate and maintain data flows from APIs, databases, SaaS platforms, and third-party systems;
• Work with Trino and cloud-based analytical platforms to support reporting and analytics needs;
• Implement and support incremental loading, CDC processes, backfills, and reprocessing workflows;
• Monitor, troubleshoot, and improve data pipelines to ensure reliability, stability, and timely delivery of data;
• Implement data quality checks, validation rules, and automated monitoring processes;
• Optimize SQL queries, data models, and pipeline performance;
• Collaborate with analysts, BI developers, engineers, and business stakeholders to deliver scalable data solutions;
• Participate in code reviews and contribute to engineering standards and best practices.

🧭 What makes you a great match:

• Strong SQL skills, including complex queries, CTEs, window functions, analytical queries, and query optimization (2+ years);
• Strong experience integrating external data sources, including REST APIs, databases, SaaS platforms, and third-party systems;
• Experience with Apache Airflow (2+ years);
• Experience with Python for data processing, integrations, and automation (2+ years);
• Good understanding of DWH concepts, including ETL/ELT, dimensional modeling, Data Vault, and Star/Snowflake schemas (2+ years);
• Experience building and supporting production data pipelines with a focus on reliability, stability, monitoring, and error handling;
• Understanding of data quality principles, including validation, testing, reconciliation, and monitoring;
• Experience with Git

Benefits

💸 Flexible payment options: choose the method that works best for you;
🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;
📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us;
🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more;
🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage;
💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;
🕘 Your schedule, your rules: Start your day at 9, 10, or even 11 — we care about results, not clock-ins.

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.
 

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.
 

Now we're looking for a Customer Support Manager to join an iGaming project and provide high-quality support to players across multiple communication channels. We are looking for a responsible, detail-oriented, and customer-focused professional who can handle different types of player requests, resolve issues efficiently, and stay calm and professional even in complex or sensitive situations.
 

📅 Your daily adventures include:

• Handle player inquiries via Live Chat, Helpdesk, email, and other approved communication channels;
• Verify players and review relevant account, transaction, and communication history;
• Categorize and prioritize inquiries according to established procedures;
• Resolve standard player inquiries independently within your area of responsibility;
• Provide accurate information regarding account access, deposits, withdrawals, KYC, bonuses, Free Bets, games, geographical restrictions, and technical issues;
• Perform basic troubleshooting before escalating payment, website, account, or game-related issues;
• Handle standard VIP inquiries and escalate exceptional cases, compensation requests, and high-risk disputes to the VIP team;
• Identify Responsible Gambling concerns, suspicious or unauthorized activity, possible account compromise, and other critical cases;
• Apply account restrictions or other actions when authorized by established procedures;
• Prepare clear and complete escalations with all relevant information, completed checks, and required actions;
• Keep players informed and maintain communication until the case is resolved or taken over by the responsible team;
• Accurately document actions taken and prepare shift handovers for unresolved, high-priority, and critical cases;
• Protect players’ personal, financial, and account information;
• Follow approved procedures and communication templates without providing unconfirmed information or making promises on behalf of other teams;
• Report recurring issues, system errors, and knowledge gaps to the Customer Support Team Lead;
• Participate in training, quality reviews, and coaching sessions.

🧭 What makes you a great match:

• Previous experience in Customer Support, preferably within iGaming, fintech, payments, or another high-volume digital environment;
• English proficiency at B1-B2 level;
• Strong written communication and customer service skills;
• Basic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling;
• Ability to follow procedures, decision trees, and escalation rules;
• Strong attention to detail and ability to handle several conversations simultaneously;
• Ability to remain calm, professional, and solution-oriented when dealing with complaints and sensitive cases;
• High level of responsibility, discipline, and ownership;
• Willingness to work 12-hour day and night shifts, including weekends and public holidays.

💸 Flexible payment options: choose the method that works best for you;
🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;
📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us;
🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more;
🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage;
💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people. 

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

Now we're looking for a VIP Account Manager to manage and grow relationships with high-value players. We are looking for a proactive and client-oriented professional who can deliver a personalized experience, build long-term loyalty, and effectively drive player retention.

     📅 Your daily adventures include:

• Manage an assigned portfolio of VIP players;
• Build and maintain strong, long-term relationships with high-value clients;
• Provide personalized communication based on player preferences;
• Ensure a high level of player satisfaction and engagement;
• Work with active and dormant VIP players: communication, reactivation, and retention (via LiveChat, email, Telegram, WhatsApp, and phone calls);
• Provide personalized support for high-value clients, including assistance, bonus offers, and consultations;
• Offer personalized bonuses and reload promotions within the approved VIP matrix;
• Analyze player activity: deposits, bets, win/loss, frequency, and average bet size;
• Handle big wins and big losses with a professional and client-oriented approach;
• Collaborate with support, loyalty, anti-fraud, and payments teams to promptly resolve VIP requests;
• Identify signs of risky or problematic player behavior;
• Escalate relevant cases when necessary;
• Follow Responsible Gaming and compliance guidelines.
  
  🧭 What makes you a great match:
• 1+ years of experience as a VIP Manager / VIP Support / Customer Retention Specialist (iGaming, betting, crypto);
• Proven experience in one-on-one communication with VIP clients (chat/messengers);
• Strong objection-handling and retention skills;
• Understanding of bonus mechanics and ability to use them effectively: knowing which bonuses to offer and in what situations to retain clients and increase their activity;
• Proficiency with Telegram, WhatsApp, LiveChat, CRM systems;
• Basic understanding of key metrics: Deposit, GGR, LTV, Retention, Hold;
• Strong written and verbal communication skills;
• English level: B2+ (required);
• Fluent in Russian / Ukrainian;

• Schedule: 5 days on / 2 days off, with rotating days off.
  Three shifts: 15:00–00:00 / 11:00–20:00 / 08:00–17:00.

  
  Benefits:

• 💸 Flexible payment options: choose the method that works best for you.
• 🧾 Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
• 🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care.
• 📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us.
• 🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more.
• 🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage.
• 💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow.
  
  If this role sounds like a good fit for you, we’d love to hear from you — apply and tell us a bit about yourself.

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

Now we're looking for a Risk & Payment Manager to join the Risk Payment function and take ownership of first-line withdrawal processing, KYC checks, and payment-related risk reviews across multiple brands and platforms.

📅 Your daily adventures include:

• Process withdrawal requests across assigned brands and platforms in accordance with approved procedures and SLA;
• Review player deposit and withdrawal history, current balance, active withdrawal requests, Casino Hold, bonus activity, KYC status, payment method ownership, internal limits, and previous risk cases;
• Independently approve withdrawal requests, apply internal limits, initiate additional checks, or escalate cases within the assigned authority;
• Conduct standard KYC reviews and assess the completeness, validity, and consistency of player documents;
• Request and review additional documentation, including SOF/SOW materials, when required by internal procedures;
• Verify payment method ownership and identify possible third-party payment usage, including checks of bank statements, Skrill, Neteller, and other payment methods;
• Identify suspicious financial or behavioural patterns, bonus abuse, inconsistencies in player activity, and other potential risk indicators;
• Suspend processing and escalate cases when critical risk factors remain unresolved;
• Escalate Fraud, AML, forged-document, account-takeover, confirmed multi-account, and other serious or disputed cases to the Fraud Prevention Team;
• Coordinate with PSPs and payment providers regarding transaction statuses, payment method checks, and payment-related technical issues;
• Communicate with players via Helpdesk regarding KYC and additional verification requirements when needed;
• Provide Customer Support and VIP teams with confirmed case statuses and approved communication instructions;
• Document every decision, additional check, and escalation in the approved internal system or register;
• Ensure all unresolved cases are properly escalated and handled within agreed SLA;
• Immediately escalate critical, systemic, disputed, or financially material cases to the Head of Operations;
• Work across different platforms and back offices and be ready to cover colleagues across shifts when required.

🧭 What makes you a great match:

• At least 2 years of relevant experience in iGaming, including hands-on work with withdrawals, KYC, Risk, Payments, AML, or Fraud Prevention;
• Proven experience independently reviewing withdrawal requests and making decisions in accordance with internal procedures, authority levels, and SLA;
• Strong practical knowledge of KYC, AML, Source of Funds, and Source of Wealth checks;
• Ability to analyse a player’s financial profile, including deposits, withdrawals, balances, bonus activity, payment behaviour, and previous risk history;
• Practical experience verifying payment method ownership and identifying third-party payments across bank cards, bank transfers and e-wallets transactions;
• Good understanding of common iGaming risk patterns, including bonus abuse, multi-accounting, account takeover, payment fraud, and suspicious financial activity;
• Strong analytical skills, attention to detail, and the ability to make evidence-based decisions under time pressure;
• Ability to maintain accurate case records, provide clear decision rationales, and escalate high-risk cases through the correct internal channels;
• Readiness to manage a high volume of cases during 12-hour day and night shifts, with English at B2 level or higher.

Our Benefits: 

💸 Flexible payment options: choose the method that works best for you;
🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;
📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us;
🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more;
🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage;
💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

We are looking for a Product Lead to take full ownership of a product stream (platform) within iGaming business. This is a senior, P&L-owning role: you act as the de facto general manager of your platform — responsible for its strategy, financial performance, team, and roadmap, from product launch through scale. You will drive ROI, GGR, NGR, time-to-break-even and time-to-ROI across your product portfolio, and serve as the primary point of accountability for everything happening within your stream.

📅 Your daily adventures include

Strategy & Financial Ownership

• Own the strategic goals of your platform and deliver them by launching and scaling products; drive ROI, GGR, NGR, time-to-BEP and time-to-ROI;
• Build and maintain product financial models jointly with Analytics/Head of Product, updated at least monthly; know the financial targets for the whole stream and each product;
• Work with Analytics on unit economics and the optimal monetization model to support scalable growth;
• Build the quarterly/monthly/weekly backlog of priority initiatives, backed by validated hypotheses (target metric, expected uplift, validation method, risk assessment);
• Define the roles required within the stream based on project volume and complexity, and approve candidates for open positions; request additional headcount or replacements as needed.

Team Leadership & Workload Management

• Know and approve the top 1–5 priority tasks for every function in the stream (product, QA, project, PSP, analytics, VIP, CRM, game, email, promo, content, gamification, design, support, telemarketing, antifraud, legal) for the quarter, month and week;
• Ensure priority tasks occupy at least 75% of each specialist's time; continuously refocus the team on strategic priorities;
• Track ad-hoc work separately from planned work and report the split to Head of Product and C-level each quarter, pushing to minimize unplanned load;
• Act as the direct line manager for product, game and content managers (list may evolve with business needs): run 1:1s, performance reviews, approve time off, define responsibilities, and mentor or assign mentors;
• Be the primary driver of team motivation — recognize wins, maintain morale, build personal rapport with each team member, and organize regular informal team activities.

Planning, Execution & Reporting

• Set and align target product metrics with Head of Product and C-level (monthly, quarterly); decompose company strategy into stream-level goals;
• Approve the required meeting cadence for the stream and keep it lean, optimizing time spent in meetings;
• Secure the resources the team needs to deliver, escalating gaps to functional leads or Head of Product;
• Run regular reviews (daily/weekly/monthly/quarterly) on core metrics and progress against priorities; adjust priorities or team composition as needed;
• Own the stream and product/process roadmap; prepare and present performance reporting to the Head of Product and C-level.

Product Launches

• Act as the single owner of on-time, high-quality new product launches within the stream;
• Lead competitor and market research for target geos and present findings to the team and leadership;
• Define positioning, USP, design direction, loyalty program, feature and integration scope, and the VIP/promo/retention strategy for new products;
• Build and maintain a 2-year financial model per new product, with benchmarked target metrics;
• Give a pre-launch presentation to the team and leadership; run close post-launch health-checks for the first 3 months and address any problem areas that emerge.

Product & Platform Expertise

• Serve as the subject-matter expert on your platform and products for the wider company;
• Continuously scout new tools, monetization/gamification mechanics, payment methods, and AI/ML opportunities to grow the business;
• Partner with Product Managers on specs for new functionality and processes, and with the wider team on player-journey and UX improvements;
• Analyze core product and player-behavior metrics on a daily/weekly/monthly basis; identify and resolve issues affecting KPIs;
• Gather player feedback via CS, VIP, surveys and interviews; maintain a documented player profile and drive resolution of key pain points;
• Maintain a strong working relationship with the platform provider — regular syncs, release/documentation tracking, geo and payment-method restrictions.

Requirements

• 4+ years of experience in Product Management/Ownership within iGaming, including 2+ years in a P&L-owning leadership role;
• B2C experience (turnkey / white label) - must have;
• experience working with the Latin American market - must have;
• Demonstrated track record of growing product/platform performance against ROI, GGR, NGR, time-to-BEP and time-to-ROI targets;
• Hands-on experience building financial models and unit economics for iGaming products;
• Experience taking a gambling product/brand from concept to live launch, including market and competitor research and go-to-market strategy;
• People management experience: hiring, 1:1s, performance reviews and mentoring for a team of 5+ direct or indirect reports;
• Solid understanding of the iGaming platform ecosystem: PAM, CRM, payments/PSP, VIP, promo, antifraud, content and game management;
• Strong analytical mindset; comfortable working with task-management tools (e.g. Asana/Jira) and BI/reporting tools;
• Excellent stakeholder management and presentation skills, with experience reporting to senior/C-level leadership;
• English B1 and higher.

🔍 Bonus points if you have

• Experience managing products across multiple geographies/regulated markets;
• Formal project/product management certification (e.g. PMP, CSPO).

Benefits

💸 Flexible payment options: choose the method that works best for you;

🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;

📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us;

🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more;

🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage;

💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;

🕘 Your schedule, your rules: Start your day at 9, 10, or even 11 — we care about results, not clock-ins.