Team Lead VIP – iGaming

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 68 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 510 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 1020 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.