Position: Head of Support/VIP or Head of Operations roles (gambling).
Category: Support
English level: upper
Years of experience: 4


Head of Support/VIP or Head of Operations roles (gambling).

My experience:
Industry: iGaming
Experience: 4 years in iGaming
Jurisdictions experience: MGA, Curaçao
Verticals: online casino, sports betting
GEOs: Europe, UK, LATAM, India
Previous roles: customer support agent, customer support & operations team leader, Head of Support
Teams: managed teams from 4 to 24 employees (direct management).
What I can do: quickly adapt to any gaming platform, CRM and operational software. Set up CS / VIP team from ground up or come and evaluate existing teams and improve processes (team, trainings, protocols, help desk customisation, improving KPIs) . Review and set department targets. Work with VIP data base: proper segmentation, team training and evaluation, reporting. Participate in creating and implementing retention strategy.

Have understanding and can cooperate with: marketing team (CRM, affiliate, SEO, retention, email marketing, community management, product team, designers), anti fraud, payment and risk teams (KYC/CDD, EDD checks, anti fraud measures and account analysis, identifying issues with payments success rates and suggesting ides on its improvement), casino management (have experience communicating with game providers and integrators, supervising game portfolio and game positioning, assisting in organizing tournaments).

Software: Jira, Confluence, Notion, Slack, Microsoft Office, Miro, Figma, Zendesk, LiveChat, Optimove, Sendgrid, Softswiss, SoftGaming, Digitain

Languages:
English - B2
Ukrainian - Native
Russian - Bilingual
Chinese - Beginner