Team Lead — VIP Relationship & Retention
Reports to: Head of VIP Department
Direct reports: VIP Managers, Pre-VIP Managers, VIP Chat Managers
The Role
We're looking for a hands-on, player-first Team Lead to run our VIP service desk day to day. You'll lead a team of VIP, Pre-VIP, and Chat Managers, personally own our highest-value player relationships, and turn the retention strategy set by our Head of VIP into flawless execution — every shift, every escalation, every offer delivered right, to the right player, at the right time. If you love coaching people, solving problems live, and being the calm voice a VIP trusts when things get tense, this is your seat.
What You'll Own
Team Leadership: hire, onboard, and performance-manage 6–8 VIP/Pre-VIP/Chat Managers — weekly 1-on-1s, monthly scorecards, real-time coaching on live interactions.
Service Delivery: run shift rotas for 24/7 VIP coverage, allocate the player portfolio across your team, and lead the daily huddle at the start of every shift.
Quality Assurance: sample and score 5–10 interactions per manager weekly; run monthly calibration sessions to keep the whole team's standards aligned.
Crisis & Escalation: personally step in on account-closure threats, high-value disputes, and sensitive complaints — the senior voice VIPs get put through to when it matters.
Tier-1 Relationships: personally manage our top 10–20 VIP accounts — birthdays, milestones, and the kind of recognition that keeps them loyal.
Strategy Execution: translate the Head of VIP's campaign calendar into weekly team targets, and make sure every offer goes out accurately and on time.
Voice of Customer: collect and categorize player feedback, and report themes monthly to the Head of VIP and Product team.
What We're Looking For
Experience leading a frontline team in VIP account management, high-touch customer service, or player relations — ideally in iGaming/gambling.
A genuine coach: comfortable giving real-time feedback, running QA calibration, and developing people, not just monitoring them.
Calm under pressure — you can de-escalate a VIP threatening to close their account without losing your composure or overpromising.
Operationally sharp: rota planning, SLA management, and payroll/KPI validation are second nature, not an afterthought.
Working knowledge of responsible-gambling obligations and how they apply to VIP servicing in T1/T2 markets.
2+ years in a team-leadership or senior account-management role within iGaming, hospitality VIP services, or a comparable high-touch environment.
Why Join Us
Real ownership of the player relationships that matter most to the business, with a direct line to strategic leadership.
Competitive salary and performance-based bonus structure.
Remote-first, internationally distributed team.
Clear growth path — this is the operational proving ground for future Head of VIP talent.
