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.
