Position: Head of VIP and Support
Company: Magnetics
Category: Support
Experience required: 3y
English level: fluent

We are a Ukrainian product company that has been developing in the global iGaming industry markets for 8 years. There are around 50 professionals in our team yet we maintain and greatly appreciate sincerity, lightness, and lack of micromanagement. Currently, we are looking for a Head of VIP and Support, who will unite 2 directions in the company: the VIP division and the Support team. We expect him to help improve and scale existing processes and take the team to a new level.
Responsibilities:
- Develop and implement a direction development strategy with a team of VIP and Support managers, engage in strategic planning and goal setting for the team;
- Build a strategy of interaction with TOP customers;
- Optimize the work of the team, implement internal procedures, quality standards, and KPIs and ensure performance;
- Engage in the implementation of a system of quantitative and qualitative assessment of the work of the department;
- Engage in mentoring and team development;
- Be engaged in reviewing the possibilities of the existing system for processing customer appeals or the introduction of a new system or channels;
- Systematize and analyze customer feedback and promptly respond to changes;
- Optimize communication with other divisions of the company, partners, and service providers.

Requirements:
- Experience in this field for at least 6 years;
- At least 3 years of experience in a managerial position;
- Experience in developing a development strategy, scaling processes, and rebuilding your team;
- Experience working with databases and admin programs;
- Experience in interaction with TOP clients;
- Experience in quality monitoring and quality control of customer service;
- Understanding user behavior patterns;
- Ability to set priorities based on business objectives;
- The level of English is C1.

What we offer:
- Currently, almost the whole team is working remotely, however, some of the workers have already returned to our open space office in Kyiv. Therefore choose the most suitable format personally for you;
- We cover 50% of the cost of courses, workshops, and language programs;
- Free consultations from our lawyers and additionally 50% discount for any kind of legal services;
- Salary depends on interview results;
- Flexible schedule;
- Regular salary review;
- Team Buildings in Ukraine and abroad.

If you are interested in cooperation, we are waiting for your CV!