Lead VIP Support
We are looking for a VIP Lead Support Specialist who will be responsible for providing high-level support to key users, maintaining service quality, and coordinating the resolution of complex requests.
You will work closely with VIP clients, internal teams, and related departments to ensure fast, efficient, and professional communication across all support processes.
If you have experience in customer support, strong communication skills, and the ability to work in a fast-paced environment with a high level of responsibility — we’ll be happy to welcome you to our team.
Responsibilities:
- Managing the VIP Support team
- Monitoring the quality of communication with VIP clients
- Handling escalations and non-standard cases
- Building and optimizing support processes
- Analyzing team performance and support metrics
- Training, supporting, and developing team members
- Collaborating with other departments to resolve client issues quickly
- Maintaining a high level of customer service and client loyalty
Requirements:
- Experience in Support / VIP Support / Customer Success in a lead role
- Team management experience
- Experience with support process automation
- Strong communication skills
- Ability to handle conflict and sensitive situations
- Understanding of support KPIs and metrics
- Ability to build processes and make decisions
- English level — Upper-Intermediate+
Nice to have:
- Experience in iGaming / betting / gaming / fintech
- Understanding of CRM and support systems (Zendesk, Intercom, etc.)