VIP Shift Lead

We are seeking an experienced Shift Team Lead with a strong background in iGaming and Tier 1 markets to manage our VIP team during assigned shifts. You will oversee daily operations, support VIP managers, monitor team performance, and ensure a consistently high standard of player service.

• Leading, motivating, and supporting a team of VIP managers during assigned shifts.
• Monitoring team and individual KPIs, including player retention, engagement, and service quality.
• Coordinating daily tasks, workloads, and player coverage throughout the shift.
• Coaching team members and providing regular feedback to improve performance.
• Handling escalated player requests and resolving complex issues promptly and professionally.
• Overseeing personalized VIP offers, bonuses, and campaigns within established guidelines and approval limits.
• Analyzing player activity and team results to identify opportunities for improvement.
• Ensuring clear shift handovers, accurate CRM records, and timely reporting to management.
• Collaborating with Payments, Customer Support, CRM, Risk, and Compliance teams to resolve player issues.
• Ensuring the team follows internal procedures, responsible gaming standards, and applicable compliance requirements.

• At least 2 years of experience in VIP management or account management within the iGaming industry, including experience as a Team Lead or Shift Supervisor.
• Proven experience working with Tier 1 markets and understanding the expectations of VIP players in these markets.
• Strong leadership skills, with the ability to coach, motivate, and manage a team in a fast-paced environment.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to analyze KPIs and player data and translate insights into practical actions.
• Experience handling escalations and making timely decisions within established policies.
• A solid understanding of online casino products, VIP retention strategies, and bonus mechanics.
• Confidence using CRM systems and reporting tools.
• Strong written and spoken English; additional languages are an advantage.
• Availability to work both scheduled shifts.

Shift Schedule:

• 09:00–18:00
• 5:00–00:00

•18 non-service delivery days per year

• Birthday gifts from the company
• Partially covered language classes after three months of employment