Head of VIP Support
This is an exciting and challenging role within a fast-growing business group, offering the opportunity to be part of a multicultural team of top professionals. The role involves leading and coordinating the VIP Support team to ensure stable and efficient operations, overseeing shift planning, workload distribution, and team headcount. It also includes participating in the development and approval of service standards, procedures, and internal processes, ensuring compliance, and initiating improvements to enhance service quality. The position requires monitoring and controlling key performance indicators (KPI, SLA, CSAT, etc.), analyzing deviations, and preparing recommendations for improvement. Additionally, the role involves managing root cause analyses, approving corrective measures, and evaluating their effectiveness. Business interaction includes aligning sales plans with Retention and Country Managers, monitoring plan execution, and ensuring client service aligns with business goals. A key aspect is ensuring the retention of Ultra and higher-tier clients, collaborating on retention plans, and monitoring client portfolio preservation. The role also entails analyzing complaints, feedback, and complex VIP client cases, participating in resolving critical situations, and implementing improvements based on client feedback. Finally, it involves overseeing training and development of VIP Support staff, conducting 1:1s and team sessions, and developing managerial and service competencies within the team. The role also initiates automation and optimization of support processes, implements and develops solutions based on CRM, chat platforms, and AI tools, and aims to increase team efficiency through technological improvements.
- Organize and coordinate the VIP Support team to ensure stable and efficient operations
- Oversee shift planning, workload distribution, discipline, and adherence to work procedures
- Manage team headcount: participate in planning, optimize team structure
- Participate in the development and final approval of VIP Support service standards, procedures, and internal processes
- Ensure compliance with established standards and processes
- Initiate and implement improvements to enhance service quality
- Monitor and control key performance indicators (KPI, SLA, CSAT, etc.)
- Analyze deviations, risks, and factors affecting metrics
- Prepare recommendations to improve metrics and client experience
- Review root cause analyses prepared by the Project Coordinator
- Approve corrective measures and monitor implementation
- Evaluate the effectiveness of implemented changes and their impact on root causes
- Align sales plans with Retention and Country Managers
- Monitor plan execution, analyze risks and deviations
- Ensure client service is aligned with business goals
- Ensure retention of Ultra and higher-tier clients
- Collaborate with Retention and Country Managers on retention plans
- Monitor achievement of client portfolio preservation goals and client status
- Analyze complaints, feedback, and complex VIP client cases
- Participate in resolving critical situations and escalations
- Implement improvements based on client feedback
- Oversee training and development of VIP Support staff
- Conduct regular 1:1s and team sessions
- Develop managerial and service competencies within the team
- Initiate automation and optimization of support processes
- Implement and develop solutions based on CRM, chat platforms, and AI tools
- Increase team efficiency through technological improvements
- 3–5+ years of experience in client service management / VIP Support / Customer Success
- Experience in providing personalized support and working with VIP / Premium segments is a plus
- Experience in the gambling industry
- Proven team management experience (50+ people)
- Hands-on experience with KPIs, SLAs, CSAT, NPS, and other client metrics
- Experience in developing and implementing operational standards and processes
- Must be able to write procedures and enforce them
- Strong process management skills
- Experience collaborating with cross-functional teams (Retention, Sales, Country Management, Product)
- Experience in support process automation and implementation of CRM / AI tools is a plus
- Practical experience in achieving commercial targets: meeting sales plans, upsell/cross-sell, increasing LTV
- Experience in planning and monitoring VIP segment sales
- Skills in developing customer retention strategies (Ultra and above)
- Understanding of sales funnel and customer lifecycle
- Ability to identify revenue growth opportunities within the existing portfolio
- Risk management for churn and development of preventive measures
- Quality control of client communications aimed at retention and reactivation
- Willingness to work in Cyprus/Ukraine time zone
- English B1+
- Spanish language proficiency
- Experience with concierge services
- Leadership and ability to inspire a team
- High level of responsibility and results-oriented mindset
- Stress resilience and ability to work under high pressure
- Strong communication skills
- Client-focused and strategic thinking
- Paid vacations, sick leave, personal events days, days off
- Corporate health insurance program for your well-being
- Referral program
- Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences
- Rewards program for mentoring and coaching colleagues
- Free internal English courses
- Yoga classes to help you stay active and energized
- In-house Travel Service
- Multiple internal activities: online platform for employees with quests, gamification, presents and news, RedCore clubs for movie / book / pets lovers, special office days dedicated to holidays
- Company events, team buildings
PIN-UP Global is an international holding specializing in the development and implementation of advanced technologies, B2B solutions, and innovative products for the iGaming industry.