VIP Team Lead

Core Responsibilities

Lead a team of VIP Managers in daily operations, distribute player portfolios, and ensure workload balance. Track capacity and timeliness of tasks, conduct regular 1:1s and performance reviews, onboard, train, and develop team members, and improve team efficiency in collaboration with VIP QA.

Prioritize High Value and Top VIP players, support key VIP accounts and escalations, make decisions on complex cases, and collect feedback for Streams and Retention teams.

Develop deep expertise in each platform and project, track product updates, bonus mechanics, and technical issues, and keep the team informed of relevant changes.

Analyze VIP users daily, broken down by platform, track case metrics, trends, and results, prepare daily reports, and present results to the Head of VIP weekly. Process workload statistics and control FRT and CSAT.

Requirements

Must have:

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