Job VC
Head of VIP Support
Technologies
Description
RedCore
is an international business group that creates technological solutions for digital markets.
Our products and services cover fintech, marketing, e-commerce, customer service, communications, and regulatory technologies.
Powering Growth from the Core
— this is the key mission laid under RedCore’s strong foundation. This is how we consistently stay ahead: by evolving and creating scalable solutions, while remaining committed to open and transparent communication with our partners.
We are looking for a
Head of VIP Support!
Requirements:
3–5+ years of experience in client service management / VIP Support / Customer Success; experience in providing personalized support and working with VIP / Premium segments is a plus;
Experience in the gambling industry;
Proven team management experience (50+ people);
Hands-on experience with KPIs, SLAs, CSAT, NPS, and other client metrics;
Experience in developing and implementing operational standards and processes; must be able to write procedures and enforce them;
Strong process management skills;
Experience collaborating with cross-functional teams (Retention, Sales, Country Management, Product);
Experience in support process automation and implementation of CRM / AI tools is a plus;
Practical experience in achieving commercial targets: meeting sales plans, upsell/cross-sell, increasing LTV;
Experience in planning and monitoring VIP segment sales;
Skills in developing customer retention strategies (Ultra and above);
Understanding of sales funnel and customer lifecycle;
Ability to identify revenue growth opportunities within the existing portfolio;
Risk management for churn and development of preventive measures;
Quality control of client communications aimed at retention and reactivation;
Willingness to work in Cyprus/Ukraine time zone;
English B2+.
Will be plus
Spanish language proficiency;
Experience with concierge services.
Responsibilities:
1. Team Management and Coordination
– Organize and coordinate the VIP Support team to ensure stable and efficient operations;
– Oversee shift planning, workload distribution, discipline, and adherence to work procedures;
– Manage team headcount: participate in planning, optimize team structure;
2. Standards, Processes, and Quality Control
– Participate in the development and final approval of VIP Support service standards, procedures, and internal processes;
– Ensure compliance with established standards and processes;
– Initiate and implement improvements to enhance service quality;
3. KPIs, SLA, and Client Metrics
– Monitor and control key performance indicators (KPI, SLA, CSAT, etc.);
– Analyze deviations, risks, and factors affecting metrics;
– Prepare recommendations to improve metrics and client experience;
4. Root Cause Management and Corrective Actions
– Review root cause analyses prepared by the Project Coordinator;
– Approve corrective measures and monitor implementation;
– Evaluate the effectiveness of implemented changes and their impact on root causes.
5. Business Interaction and Sales Planning
– Align sales plans with Retention and Country Managers;
– Monitor plan execution, analyze risks and deviations;
– Ensure client service is aligned with business goals;
6. VIP Client Retention
– Ensure retention of Ultra and higher-tier clients;
– Collaborate with Retention and Country Managers on retention plans;
– Monitor achievement of client portfolio preservation goals and client status;
7. Complaints and Complex Cases
– Analyze complaints, feedback, and complex VIP client cases;
– Participate in resolving critical situations and escalations;
– Implement improvements based on client feedback;
8. Team Training and Development
– Oversee training and development of VIP Support staff;
– Conduct regular 1:1s and team sessions;
– Develop managerial and service competencies within the team;
9. Automation and Tools Development
– Initiate automation and optimization of support processes;
– Implement and develop solutions based on CRM, chat platforms, and AI tools;
– Increase team efficiency through technological improvements.
Our benefits to you:
- Modern corporate equipment based on macOS or Windows and additional equipment are provided.
- Paid vacations, sick leave, personal events days, days off.
- Referral program — enjoy cooperation with your colleagues and get the bonus.
- Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences.
- Rewards program for mentoring and coaching colleagues.
- Free internal English courses.
- In-house Travel Service.
- Multiple internal activities.
- Other benefits could be added based on your location.
is an international business group that creates technological solutions for digital markets.
Our products and services cover fintech, marketing, e-commerce, customer service, communications, and regulatory technologies.
Powering Growth from the Core
— this is the key mission laid under RedCore’s strong foundation. This is how we consistently stay ahead: by evolving and creating scalable solutions, while remaining committed to open and transparent communication with our partners.
We are looking for a
Head of VIP Support!
Requirements:
3–5+ years of experience in client service management / VIP Support / Customer Success; experience in providing personalized support and working with VIP / Premium segments is a plus;
Experience in the gambling industry;
Proven team management experience (50+ people);
Hands-on experience with KPIs, SLAs, CSAT, NPS, and other client metrics;
Experience in developing and implementing operational standards and processes; must be able to write procedures and enforce them;
Strong process management skills;
Experience collaborating with cross-functional teams (Retention, Sales, Country Management, Product);
Experience in support process automation and implementation of CRM / AI tools is a plus;
Practical experience in achieving commercial targets: meeting sales plans, upsell/cross-sell, increasing LTV;
Experience in planning and monitoring VIP segment sales;
Skills in developing customer retention strategies (Ultra and above);
Understanding of sales funnel and customer lifecycle;
Ability to identify revenue growth opportunities within the existing portfolio;
Risk management for churn and development of preventive measures;
Quality control of client communications aimed at retention and reactivation;
Willingness to work in Cyprus/Ukraine time zone;
English B2+.
Will be plus
Spanish language proficiency;
Experience with concierge services.
Responsibilities:
1. Team Management and Coordination
– Organize and coordinate the VIP Support team to ensure stable and efficient operations;
– Oversee shift planning, workload distribution, discipline, and adherence to work procedures;
– Manage team headcount: participate in planning, optimize team structure;
2. Standards, Processes, and Quality Control
– Participate in the development and final approval of VIP Support service standards, procedures, and internal processes;
– Ensure compliance with established standards and processes;
– Initiate and implement improvements to enhance service quality;
3. KPIs, SLA, and Client Metrics
– Monitor and control key performance indicators (KPI, SLA, CSAT, etc.);
– Analyze deviations, risks, and factors affecting metrics;
– Prepare recommendations to improve metrics and client experience;
4. Root Cause Management and Corrective Actions
– Review root cause analyses prepared by the Project Coordinator;
– Approve corrective measures and monitor implementation;
– Evaluate the effectiveness of implemented changes and their impact on root causes.
5. Business Interaction and Sales Planning
– Align sales plans with Retention and Country Managers;
– Monitor plan execution, analyze risks and deviations;
– Ensure client service is aligned with business goals;
6. VIP Client Retention
– Ensure retention of Ultra and higher-tier clients;
– Collaborate with Retention and Country Managers on retention plans;
– Monitor achievement of client portfolio preservation goals and client status;
7. Complaints and Complex Cases
– Analyze complaints, feedback, and complex VIP client cases;
– Participate in resolving critical situations and escalations;
– Implement improvements based on client feedback;
8. Team Training and Development
– Oversee training and development of VIP Support staff;
– Conduct regular 1:1s and team sessions;
– Develop managerial and service competencies within the team;
9. Automation and Tools Development
– Initiate automation and optimization of support processes;
– Implement and develop solutions based on CRM, chat platforms, and AI tools;
– Increase team efficiency through technological improvements.
Our benefits to you:
- Modern corporate equipment based on macOS or Windows and additional equipment are provided.
- Paid vacations, sick leave, personal events days, days off.
- Referral program — enjoy cooperation with your colleagues and get the bonus.
- Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences.
- Rewards program for mentoring and coaching colleagues.
- Free internal English courses.
- In-house Travel Service.
- Multiple internal activities.
- Other benefits could be added based on your location.