Remote Head of Customer Support & VIP Operations

Madfish; 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

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.