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
- Develop unique value propositions for VIP user segments and design various bonus systems based on user activity levels and deposit volumes
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+
- Experience in iGaming / betting / gaming / fintech
Nice to have:
- Understanding of CRM and support systems (Zendesk, Intercom, etc.)