[Hiring] VIP Team Lead @Gypsy Collective

Role Description

We're looking for a VIP Team Lead to run our VIP Managers team day to day, own service quality for our highest-value players, and turn player data into decisions.

• Team leadership
  • Lead a team of VIP Managers in daily operations;
  • Distribute player portfolios and keep the workload balanced;
  • Track capacity and make sure tasks are done on time;
  • Run regular 1:1s and performance reviews;
  • Onboard, train and develop team members;
  • Improve team efficiency together with VIP QA.
• VIP player management
  • Prioritise High Value and Top VIP players;
  • Support the handling of key VIP accounts and escalations;
  • Make the call on complex cases and escalate the most critical ones to the Head of VIP;
  • Collect VIP player feedback and pass it to the Streams and Retention teams.
• Product & platform expertise
  • Know each platform and project in depth, including how they differ;
  • Track product updates, bonus mechanics and technical issues;
  • Keep the team informed of every relevant change.
• Analytics & reporting
  • Analyse VIP users daily, broken down by platform;
  • Track case metrics, trends and results;
  • Prepare daily reports and present results to the Head of VIP every week;
  • Process VIP team workload statistics and control FRT and CSAT.

Qualifications

• 3+ years in iGaming VIP / Player Management, with hands-on work with high-value players;
• 1+ year leading a team of 4+ people: task distribution, 1:1s, performance reviews;
• Deep understanding of bonus mechanics: wagering, cashback, reload, free spins, personalised VIP offers;
• Experience with multi-brand or multi-platform operations;
• Strong KPI control: FRT, CSAT, workload, retention, deposit activity of the VIP segment;
• Confident data skills: advanced Google Sheets/Excel (pivot tables, formulas) and a BI tool (Tableau, Power BI, Metabase, Looker or similar);
• Experience with a back office / CRM (Smartico, Optimove, Fast Track, Salesforce or in-house);
• Understanding of KYC / AML / Responsible Gambling as they apply to VIP players;
• Ability to make fast, well-reasoned decisions on escalations and conflicts;
• Languages: Ukrainian (fluent), English B2+;

Benefits

• Flexible payment options: choose the method that works best for you.
• Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
• Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care.
• Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us.
• Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more.
• Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage.
• Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow.