Head / Team Lead VIP & Support (iGaming, US Market – Sweepstakes Model)

NDA

The company is launching an iGaming product in the US market (sweepstakes model). The project is at an early stage — approximately 2 months post-launch.

The team is currently transitioning from an outsourced setup to an in-house structure. At the moment, there is already a CRM specialist, two support agents, and a VIP manager on the provider’s side.

The goal is to build internal processes and gradually bring all operations in-house.

About the Role

We are looking for a Head / Team Lead VIP & Support with a strong hands-on approach.

This is not a traditional leadership role focused only on delegation. At this stage, we need a “player-coach” — someone who will both build the function from scratch and actively work on operations.

You will:

Take ownership of the VIP direction and partially support operations
Work both strategically and operationally
Become a key early team member with strong growth potential as the team scales

NDA

Remote

(Remote)

Full-time

Responsibilities:

Build the VIP function from scratch
Ensure a smooth transition from outsourcing to in-house operations
Set up VIP communications, retention strategies, and segmentation
Establish effective collaboration between CRM, Support, and VIP teams
Lay the foundation for future team scaling and process development

Requirements:

Must-have:

Proven experience in iGaming
Experience with VIP segment, retention, and CRM
Understanding of key metrics: LTV, churn rate, GGR, segmentation
Experience working with Tier-1 markets (US is a strong advantage)
Hands-on experience in VIP communications (email, WhatsApp, etc.) and support processes
Experience building processes from scratch or in a startup environment

Nice to have:

Experience with the sweepstakes model

Soft Skills

Strong hands-on mindset and ability to work without established infrastructure
Entrepreneurial thinking
Proactive approach and ability to propose solutions
Confident communication with VIP clients
Leadership potential and ability to scale teams

Benefits:

Remote role
Location: flexible, but must be able to work within the US time zone
English is required (Russian is not mandatory)
Compensation: negotiable, depending on experience

Sector

Gambling

Employment

Full-time

Interested in the vacancy, let’s collaborate!

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