VIP Team Lead
About the job
- 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, 1:1s, and performance reviews.
- Deep understanding of bonus mechanics, including wagering, cashback, reload, free spins, and personalised VIP offers.
- Experience with multi-brand or multi-platform operations.
- Strong KPI control, including FRT, CSAT, workload, retention, and deposit activity of the VIP segment.
- Advanced Google Sheets or Excel skills, including pivot tables and formulas, and experience with a BI tool such as Tableau, Power BI, Metabase, Looker, or similar.
- Experience with a back office or CRM such as Smartico, Optimove, Fast Track, Salesforce, or an in-house system.
- Understanding of KYC, AML, and Responsible Gambling as they apply to VIP players.
- Ability to make fast, well-reasoned decisions on escalations and conflicts.
- Fluent Ukrainian and English at B2 level or higher.
- 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.
- Run regular 1:1s and performance reviews.
- Onboard, train, and develop team members.
- Improve team efficiency in collaboration with VIP QA.
- Prioritise 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 how they differ.
- Track product updates, bonus mechanics, and technical issues, and keep the team informed of relevant changes.
- Analyse VIP users daily 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.
About the company
Gypsy Collective is a remote-first talent collective that partners with fast-growing digital brands, especially in iGaming, to scale teams by sourcing specialized talent and strategic partners. It acts as an exclusive partner, recruiting roles such as VIP account managers, copywriters, and affiliate marketing leads, and connects talent with growth opportunities. Beyond recruitment, it blends market access and events to build long-term relationships and trust between brands and talent. Its goal is to help clients accelerate growth by delivering skilled, culture-fit teams and reliable collaborators within performance-driven digital markets.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
N/A
Founded
2020
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Simplify's Take
What believers are saying
- 2026 hiring for BI, affiliate, QA, and support shows active demand.
- Remote-first model lowers overhead and widens hiring access across Ukraine and Poland.
- BuiltIn and DOU listings confirm sustained employer brand visibility through 2026.
What critics are saying
- Heavy iGaming concentration exposes Gypsy Collective to licensing and platform-policy shocks.
- Public footprint is mostly job posts, signaling low transparency and weak defensibility.
- If two anchor brands leave, revenue concentration can trigger a rapid collapse.
What makes Gypsy Collective unique
- Exclusive talent partner for selected brands, not a commodity staffing shop.
- Five years of remote-first operations, with 100+ professionals across 20+ markets.
- Deep iGaming specialization spans affiliate, VIP, CRM, QA, and content roles.
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Benefits
- Flexible Work Hours
- Conference Attendance Budget
- Professional Development Budget
- Wellness Program