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.
 

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 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.

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.

We're looking for a VIP Team Lead to run our VIP Managers team day to day, own service quality for our highest-value players, and turn player data into decisions.

📅 Your daily adventures include:

Team leadership

• Lead a team of VIP Managers in daily operations;
• Distribute player portfolios and keep the workload balanced;
• Track capacity and make sure tasks are done on time;
• Run regular 1:1s and performance reviews;
• Onboard, train and develop team members;
• Improve team efficiency together with VIP QA.

VIP player management

• Prioritise High Value and Top VIP players;
• Support the handling of key VIP accounts and escalations;
• Make the call on complex cases and escalate the most critical ones to the Head of VIP;
• Collect VIP player feedback and pass it to the Streams and Retention teams.

Product & platform expertise

• Know each platform and project in depth, including how they differ;
• Track product updates, bonus mechanics and technical issues;
• Keep the team informed of every relevant change.

Analytics & reporting

• Analyse VIP users daily, broken down by platform;
• Track case metrics, trends and results;
• Prepare daily reports and present results to the Head of VIP every week;
• Process VIP team workload statistics and control FRT and CSAT.

🧭 What makes you a great match:

• 3+ years in iGaming VIP / Player Management, with hands-on work with high-value players;
• 1+ year leading a team of 4+ people: task distribution, 1:1s, performance reviews;
• Deep understanding of bonus mechanics: wagering, cashback, reload, free spins, personalised VIP offers;
• Experience with multi-brand or multi-platform operations;
• Strong KPI control: FRT, CSAT, workload, retention, deposit activity of the VIP segment;
• Confident data skills: advanced Google Sheets/Excel (pivot tables, formulas) and a BI tool (Tableau, Power BI, Metabase, Looker or similar);
• Experience with a back office / CRM (Smartico, Optimove, Fast Track, Salesforce or in-house);
• Understanding of KYC / AML / Responsible Gambling as they apply to VIP players;
• Ability to make fast, well-reasoned decisions on escalations and conflicts;
• Languages: Ukrainian (fluent), English B2+

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 Product Manager to join our dynamic team. In this role, you will be responsible for driving product vision and delivery by collaborating with cross-functional teams. You will focus on understanding user needs, defining product features, and ensuring successful product launches that align with our strategic goals.

This is an exciting opportunity to contribute to innovative products in a fast-paced and growth-oriented environment.

📅 Your daily adventures include

• Defining product vision and strategy aligned with business objectives;
• Conducting market research to identify opportunities and competitive threats;
• Managing product roadmaps, prioritizing features, and ensuring timely delivery;
• Collaborating closely with design, engineering, and marketing teams to bring products to market;
• Gathering and analyzing user feedback to continuously improve product offerings;
• Communicating updates and progress to stakeholders effectively.

🧭 What makes you a great match

• 4+ years of experience in product management in the iGaming;
• Proven experience in leading cross-functional teams and managing the entire product lifecycle from ideation to launch;
• Ability to manage 3-5 projects in parallel on a single platform;
• Strong analytical skills — ability to translate data into actionable insights and product decisions;
• Experience in launching projects using white-label or turnkey models;
• Excellent communication and interpersonal skills to collaborate effectively with stakeholders across the company;
• Familiarity with Agile methodologies and product management tools Asana;
• Understanding of user experience design principles and best practices;
• A customer-centric mindset with a passion for solving user problems.

🔍 Bonus points if you have

• Experience with A/B testing and optimizing product features based on user feedback;
• Experience working with Tier 1 markets;
• Knowledge of performance marketing and analytics platforms;
• A background in data science or statistics;

• Experience in stakeholder management and leading product demos.

   

Benefits

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;

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