VIP Team Lead

Workable workplace: remote; Workable locations: Ukrainka, Kyiv Oblast, UkraineFull-TimeLead

Salary not disclosed

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Job Details

Languages: Ukrainian (fluent), English B2+
Experience: 3+ years in iGaming VIP / Player Management; 1+ year leading a team of 4+ people
Required Skills: Microsoft ExcelGoogle SheetsCRM

Have 3+ years of experience in iGaming VIP / Player Management, including hands-on work with high-value players.
Have 1+ year leading a team of 4+ people, including task distribution, 1:1s, and performance reviews.
Understand bonus mechanics, including wagering, cashback, reload, free spins, and personalised VIP offers.
Have experience with multi-brand or multi-platform operations.
Have strong KPI control, including FRT, CSAT, workload, retention, and VIP-segment deposit activity.
Use advanced Google Sheets/Excel, including pivot tables and formulas, and a BI tool such as Tableau, Power BI, Metabase, or Looker.
Have experience with a back office or CRM such as Smartico, Optimove, Fast Track, Salesforce, or an in-house system.
Understand KYC / AML / Responsible Gambling as they apply to VIP players.
Be able to make fast, well-reasoned decisions on escalations and conflicts.
Be fluent in Ukrainian and have English at B2+ level.

Lead a team of VIP Managers in daily operations.
Distribute player portfolios and balance workloads; track capacity and task completion.
Run regular 1:1s and performance reviews, and onboard, train, and develop team members.
Improve team efficiency together with VIP QA.
Prioritise High Value and Top VIP players, support key accounts and escalations, and decide complex cases.
Collect VIP player feedback and pass it to the Streams and Retention teams.
Track platform differences, product updates, bonus mechanics, and technical issues; keep the team informed of relevant changes.
Analyse VIP users by platform, track case metrics and trends, and prepare daily reports.
Present results to the Head of VIP weekly and control FRT, CSAT, and workload statistics.

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