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Описание: |
We are seeking an experienced and data-driven Head of VIP & Customer Support to lead our global player experience and VIP operations. You will build and manage a multilingual team, develop scalable support frameworks, and craft personalized VIP engagement strategies that drive retention and lifetime value.
Key Responsibilities:
* Define and execute the global VIP & Customer Support strategy aligned with business goals.
* Build and lead a high-performing multilingual team across multiple time zones.
* Develop SLA frameworks, KPIs, and escalation processes to ensure service quality.
* Oversee VIP segmentation, onboarding, and lifecycle management (activation → retention → reactivation).
* Design and optimize loyalty programs and exclusive events in partnership with CRM.
* Ensure secure VIP transactions in cooperation with Payments, Risk, and Compliance teams.
* Implement and maintain 24/7 multi-channel support (chat, email, social).
* Introduce AI-assisted tools, macros, and knowledge base content to enhance efficiency.
* Build performance dashboards (CSAT, NPS, FCR, VIP Retention) and report insights to management.
* Lead continuous improvement projects based on player feedback and automation.
Requirements:
* 5+ years of experience in iGaming, online casino, or sportsbook.
* 2+ years in a leadership role managing VIP programs and support operations.
* Strong understanding of player segmentation, retention, and bonus systems.
* Hands-on experience with CRM platforms (Smartico, Optimove, Salesforce, HubSpot).
* Excellent leadership, communication, and analytical skills.
* High emotional intelligence and client-oriented mindset.
* Knowledge of regulatory requirements (EU, LATAM).
* Fluent English; additional languages (Spanish, German, Greek) are an advantage.
What we offer:
* Time Off. 21 working days of paid vacation, 25 paid sick leave days (no doctor’s note required), and 3 fully paid personal days per year
* Learning & Development. $600 annual budget for courses, conferences, or mentorship — whatever helps you grow
* Business Travel. Visits to our main office in Cyprus and international conferences — meet the team in person and stay on top of industry trends
* Team Culture. Regular team buildings, offsites, and company events — we work hard but also celebrate together
* Autonomy & Ownership. Transparent processes, no micromanagement — we trust you to take the lead and drive results.
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