Head of VIP

Job description

We are hiring for a fast-growing online casino product focused on the Mexican market.

The company is scaling its operations and strengthening the entire player experience — from 24/7 Customer Support to personalized VIP management. This is a dynamic environment with a high level of ownership and the opportunity to directly influence key processes and business results.

ABOUT THE ROLE

We are looking for an experienced Head of VIP & Support to take ownership of both VIP and Customer Support functions.

You will lead a team of 8–12 people, growing to around 20, and own the entire post-registration player journey — from the first Support interaction to long-term VIP management.

The role reports directly to the CEO.

WHAT YOU WILL DO

- Lead and develop VIP and Customer Support teams

- Own VIP segmentation, portfolios, bonus policy, retention, and reactivation

- Manage VIP performance: NGR, LTV, churn, and bonus cost

- Oversee 24/7 Support operations, shifts, SLA, service quality, and escalations

- Build an effective Support → VIP handover process

- Manage Support KPIs including FRT, CSAT, resolution time, and repeat contacts

- Handle critical VIP, payment, KYC, and player escalation cases

- Own QA, onboarding, and communication standards

- Hire and scale the team as the business grows

- Collaborate with Product, Payments, CRM, and Compliance teams

WHAT WE ARE LOOKING FOR

- 2+ years of experience in iGaming

- 1.5+ years leading a VIP, Retention, or Customer Support team

- Strong understanding of both VIP and Support operations

- Understanding of NGR, GGR, LTV, bonus cost, retention, and reactivation

- Experience with 24/7 Support, shift planning, and SLA

- Knowledge of KYC/AML and payment processes

- Experience with CRM and performance reporting

- English C1

- Spanish B1+ will be a plus

- Strong ownership and ability to handle critical situations

WILL BE A PLUS

- Mexico/LATAM iGaming experience

- Knowledge of SPEI and OXXO

- Experience building or restructuring VIP/Support operations

- Hands-on VIP portfolio management

WHY JOIN

- Fully remote

- Working hours: 10:00–19:00 Kyiv time, 5/2

- Competitive compensation based on experience

- Direct reporting to the CEO

- High level of ownership and influence

- Opportunity to shape both VIP and Support functions

- Growing team and direct impact on retention and revenue