Head of Customer Support, VIP and Operations

Madfish; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading online gaming company is seeking a Head of Customer Support & VIP to lead and mentor their teams. The role requires a minimum of 3 years in an iGaming leadership position, strong familiarity with the SoftSwiss platform, and exceptional leadership skills. Responsibilities include optimizing operational procedures, managing team performance, and overseeing VIP strategies. This fully remote position offers competitive salary and performance-based bonuses, allowing for flexible working hours and the opportunity to shape the Support & VIP departments.

Benefits

Competitive salary and performance-based bonuses

Fully remote role with flexible working hours

Opportunity to build and shape the Support & VIP departments

Work with an international, dynamic team

Qualifications

• Minimum of 3 years in a leadership role in iGaming Customer Support, VIP, or Operations.
• Strong hands-on experience with the SoftSwiss platform including back-office workflows.
• Proven ability to lead distributed teams and drive performance.
• Ability to interpret data and identify trends.

Responsibilities

• Build, lead, and mentor Customer Support and VIP teams.
• Develop and optimize internal procedures to ensure efficiency.
• Define KPIs and monitor team performance.
• Supervise VIP strategy and retention efforts.
• Implement QA standards and review interactions.

Skills

Customer Support Management

VIP Management

Team Leadership

Operational Optimization

SoftSwiss Platform

Analytics & Reporting

Tools

SoftSwiss Platform

Job description

About LuckyStart.com

LuckyStart.com is a leading online casino operating on the SoftSwiss platform, catering to global audiences with a strong focus on Tier 1 regions. We are committed to delivering an exceptional player experience built on speed, quality, reliability, and personalized service. As we continue to grow, we are looking for a results-driven leader to elevate our Support and VIP operations.

Job Overview

We are seeking an experienced and highly motivated Head of Customer Support & VIP to lead our Support and VIP divisions. The ideal candidate is a strategic thinker with strong operational capabilities, capable of building optimized procedures, driving KPI-focused performance, and cultivating a positive, high-achieving team culture.

This role requires deep experience in iGaming operations, exceptional leadership skills, and strong familiarity with the SoftSwiss platform.

This is a fully remote position.

Key Responsibilities

Team Leadership: Build, lead, and mentor Customer Support and VIP teams, ensuring high motivation, strong communication, and consistent performance.

Operational Excellence: Develop and optimize internal procedures, workflows, and guidelines to ensure efficiency, accuracy, and top-tier customer experience.

Performance Management: Define KPIs, monitor team performance, and implement improvement plans to ensure targets and SLAs are consistently met.

VIP Oversight: Supervise VIP strategy, segmentation, retention efforts, and direct communication for high-value players when needed.

Quality Assurance: Implement QA standards, review interactions, and ensure consistent adherence to brand tone, compliance, and service expectations.

Cross-Department Collaboration: Work closely with Payments, Risk, Fraud, CRM, and Product teams to handle escalations, streamline processes, and resolve complex issues.

Hiring & Training: Recruit, onboard, and upskill team members, ensuring high capability and continuous growth.

Reporting: Provide detailed reports on support and VIP performance, team productivity, operational challenges, and player insights.

Qualifications

Experience: Minimum of 3 years in a leadership role in iGaming Customer Support, VIP, or Operations.

Platform Knowledge: Strong hands-on experience with the SoftSwiss (SOFTSWISS) platform including back-office workflows, reporting, and player management.

Leadership Skills: Proven ability to lead distributed teams, set goals, and drive performance.

Analytical Skills: Ability to interpret data, identify trends, and act on insights to improve team results.

Customer-Centric Mindset: Deep understanding of player behavior, service excellence, and VIP expectations.

Flexibility: Comfortable working across time zones and handling urgent issues when needed.

Problem-Solving: Strong decision-making skills with the ability to manage escalations and high-pressure situations.

Benefits

• Competitive salary and performance-based bonuses
• Fully remote role with flexible working hours
• Opportunity to build and shape the Support & VIP departments
• Work with an international, dynamic, and growing iGaming team

Required skills experience

• Customer Support Management
• VIP Management
• Team Leadership
• Operational Optimization
• SoftSwiss Platform
• Analytics & Reporting