Gypsy Collective

Sources specialized digital talent for iGaming

VIP Team Lead

Customer SuccessConfirmed live in the last 24 hours

Full-timeRemote in UkraineNo salary listed

About the Job

Requirements

At least 3 years of experience in iGaming VIP or Player Management, including hands-on work with high-value players.
At least 1 year of experience leading a team of 4 or more people, including task distribution, one-to-ones, and performance reviews.
Deep understanding of wagering, cashback, reload, free spins, and personalized VIP offers.
Experience with multi-brand or multi-platform operations.
Ability to control key performance indicators, including first response time, customer satisfaction, workload, retention, and VIP-segment deposit activity.
Advanced Google Sheets or Excel skills, including pivot tables and formulas, and experience with a business intelligence tool such as Tableau, Power BI, Metabase, Looker, or similar.
Experience with a back-office or customer relationship management system such as Smartico, Optimove, Fast Track, Salesforce, or an in-house system.
Understanding of know-your-customer, anti-money laundering, and responsible gambling as they apply to VIP players.
Ability to make fast, well-reasoned decisions on escalations and conflicts.
Fluent Ukrainian and English proficiency at B2 level or higher.

Responsibilities

Lead a team of VIP Managers in daily operations.
Distribute player portfolios and balance workloads.
Track team capacity and ensure tasks are completed on time.
Conduct regular one-to-ones and performance reviews.
Onboard, train, and develop team members.
Improve team efficiency with VIP quality assurance.
Prioritize high-value and top VIP players.
Support the handling of key VIP accounts and escalations.
Make decisions on complex cases and escalate the most critical cases to the Head of VIP.
Collect VIP player feedback and pass it to the Streams and Retention teams.
Maintain in-depth knowledge of each platform and project, including their differences.
Track product updates, bonus mechanics, and technical issues.
Keep the team informed of relevant changes.
Analyze VIP users daily, broken down by platform.
Track case metrics, trends, and results.
Prepare daily reports and present results to the Head of VIP every week.
Process VIP team workload statistics and control first response time and customer satisfaction.

VIP Team Lead

Gypsy Collective · Ukraine (Remote) · Full-time · Posted 2026-09-29

Workplace: remote

Department: VIP

Description

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

We're looking for a VIP Team Lead to run our VIP Managers team day to day, own service quality for our highest-value players, and turn player data into decisions.

📅 Your daily adventures include:

Team leadership

Lead a team of VIP Managers in daily operations;
Distribute player portfolios and keep the workload balanced;
Track capacity and make sure tasks are done on time;
Run regular 1:1s and performance reviews;
Onboard, train and develop team members;
Improve team efficiency together with VIP QA.

VIP player management

Prioritise High Value and Top VIP players;
Support the handling of key VIP accounts and escalations;
Make the call on complex cases and escalate the most critical ones to the Head of VIP;
Collect VIP player feedback and pass it to the Streams and Retention teams.

Product & platform expertise

Know each platform and project in depth, including how they differ;
Track product updates, bonus mechanics and technical issues;
Keep the team informed of every relevant change.

Analytics & reporting

Analyse VIP users daily, broken down by platform;
Track case metrics, trends and results;
Prepare daily reports and present results to the Head of VIP every week;
Process VIP team workload statistics and control FRT and CSAT.

Requirements

🧭 What makes you a great match:

3+ years in iGaming VIP / Player Management, with hands-on work with high-value players;
1+ year leading a team of 4+ people: task distribution, 1:1s, performance reviews;
Deep understanding of bonus mechanics: wagering, cashback, reload, free spins, personalised VIP offers;
Experience with multi-brand or multi-platform operations;
Strong KPI control: FRT, CSAT, workload, retention, deposit activity of the VIP segment;
Confident data skills: advanced Google Sheets/Excel (pivot tables, formulas) and a BI tool (Tableau, Power BI, Metabase, Looker or similar);
Experience with a back office / CRM (Smartico, Optimove, Fast Track, Salesforce or in-house);
Understanding of KYC / AML / Responsible Gambling as they apply to VIP players;
Ability to make fast, well-reasoned decisions on escalations and conflicts;
Languages: Ukrainian (fluent), English B2+

Benefits

💸 Flexible payment options: choose the method that works best for you.
🧾 Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care.
📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us.
🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more.
🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage.
💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow. If this role sounds like a good fit for you, we’d love to hear from you — apply and tell us a bit about yourself.

Apply

Apply at Gypsy Collective

About the Company

Gypsy Collective

Sources specialized digital talent for iGaming

Gypsy Collective is a remote-first talent collective that helps fast-growing digital brands, especially in iGaming, scale by matching them with specialists and strategic partners. It acts as an exclusive partner, sourcing VIP account managers, copywriters, affiliate marketing leads, and other digital talent to build integrated, long-term teams. The company pairs recruitment with events to foster trust and ongoing relationships between brands and talent, coordinating market access and partnerships as needed. Its goal is to help brands scale quickly by delivering skilled teams that fit the client’s culture and growth objectives.

Company size: 11-50
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: 2020

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