# VIP Team Lead

> Gypsy Collective · Ukrainka, 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](https://apply.workable.com/gypsy/j/B4DF0F51FA/apply)

---
Powered by [Workable](https://www.workable.com)