Team Lead VIP Customer Support
Our client, Jugabet, is a brand and gaming platform accessible to players in Latin America. With a strong regional focus and localized strategies, Jugabet is quickly becoming a key player in the market. This role is perfect for those who aim to lead, coach, and develop a team of VIP CS agents, fostering a high-performance culture, strong ownership, and client-centric mindset. You will ensure a personalized, fast, and high-quality support experience for VIP players, maintaining consistency in tone, resolution, and premium service standards. You will monitor and drive key metrics such as CSAT, response time (SLA), first contact resolution, and retention, implementing continuous improvement initiatives. You will identify gaps in workflows, tools, and customer journeys, and implement scalable solutions to improve efficiency, reduce friction, and enhance the overall user experience. You will act as the main point of contact between CS and cross-functional teams (VIP Account Management, CRM, Product, Payments, and Brand), ensuring alignment on priorities and fast resolution of issues impacting VIP players. You will handle complex and high-impact cases, ensuring timely and effective resolutions while protecting customer relationships and business outcomes. You will support the execution of VIP retention strategies by aligning support actions with ongoing campaigns, bonuses, and player engagement initiatives. You will design and implement onboarding and continuous training plans to ensure team expertise in product knowledge, communication, and VIP service standards. You will collect and translate customer feedback into actionable insights, contributing to product improvements, service enhancements, and overall VIP strategy.
- Lead, coach, and develop a team of VIP CS agents, fostering a high-performance culture, strong ownership, and client-centric mindset
- Ensure a personalized, fast, and high-quality support experience for VIP players, maintaining consistency in tone, resolution, and premium service standards
- Monitor and drive key metrics such as CSAT, response time (SLA), first contact resolution, and retention, implementing continuous improvement initiatives
- Identify gaps in workflows, tools, and customer journeys; implement scalable solutions to improve efficiency, reduce friction, and enhance the overall user experience
- Act as the main point of contact between CS and cross-functional teams (VIP Account Management, CRM, Product, Payments, and Brand), ensuring alignment on priorities and fast resolution of issues impacting VIP players
- Handle complex and high-impact cases, ensuring timely and effective resolutions while protecting customer relationships and business outcomes
- Support the execution of VIP retention strategies by aligning support actions with ongoing campaigns, bonuses, and player engagement initiatives
- Design and implement onboarding and continuous training plans to ensure team expertise in product knowledge, communication, and VIP service standards
- Collect and translate customer feedback into actionable insights, contributing to product improvements, service enhancements, and overall VIP strategy
- Minimum of 5 years of experience in Customer Support, VIP Services, Account Management, or related roles within high-demand, customer-centric environments (preferably iGaming, fintech, or digital platforms)
- At least 1 year of proven experience in a leadership role, managing teams, driving performance, and delivering measurable results
- Strong track record in managing high-value/VIP clients, with a clear understanding of retention strategies and premium service standards
- Experience working with KPIs and performance metrics (e.g., CSAT, SLA, retention), with the ability to translate data into actionable improvements
- Proven ability to work in cross-functional environments, collaborating with teams such as CRM, Product, Marketing, and Operations
- Experience in process optimization and operational scaling, including improving workflows, tools, and customer journeys
- Strong ability to thrive in remote and distributed team environments, ensuring clear communication, alignment, and accountability across locations
- Results-driven mindset, with a strong focus on delivering measurable outcomes and business impact rather than activity-based management
- Leadership style based on trust and ownership, avoiding micromanagement while empowering the team to take responsibility and make decisions
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.