We are hiring for a fast-growing online casino product focused on the Mexican market.
The company is scaling its operations and strengthening the entire player experience — from 24/7 Customer Support to personalized VIP management. This is a dynamic environment with a high level of ownership and the opportunity to directly influence key processes, retention, and revenue.
We are looking for an experienced Head of VIP & Support to take ownership of both VIP and Customer Support functions.
You will lead a team of 8–12 people, growing to around 20, and manage the entire post-registration player journey — from the first Support interaction to long-term VIP management.
The role reports directly to the CEO.
What You’ll Do
Lead and develop VIP and Customer Support teams
Own VIP segmentation, portfolios, bonus policy, retention, and reactivation
Manage key VIP metrics: NGR, LTV, churn, and bonus cost
Oversee 24/7 Support operations, shifts, SLA, CSAT, and service quality
Build an effective Support → VIP handover process
Handle critical VIP, payment, KYC, and player escalation cases
Own QA, onboarding, and communication standards
Hire and scale the team as the business grows
Collaborate with Product, Payments, CRM, and Compliance teams
What We’re Looking For
2+ years of experience in iGaming
1.5+ years leading a VIP, Retention, or Customer Support team
Strong understanding of both VIP and Support operations
Understanding of NGR, GGR, LTV, bonus cost, retention, and reactivation
Experience with 24/7 Support, shift planning, and SLA
Knowledge of KYC/AML and payment processes
Experience with CRM and performance reporting
English C1
Spanish B1+ will be a plus
Mexico/LATAM iGaming experience will be a strong advantage
What We Offer
+ Fully remote + Working hours: 10:00–19:00 Kyiv time, 5/2 + Competitive compensation based on experience + Growing team: 8–12 → ~20 people + Direct reporting to the CEO + High level of ownership and influence on VIP & Support operations
Interested?
Send your CV or message me directly — I’ll be happy to share more details about the project.
