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Fidel Partners is hiring: Head of VIP (Remote). Department: Executive. Working language: English, Español. The ad does not state a salary; the SpinHire careers directory benchmark for similar roles is €4 500–6 500. Posted 21 Sep 2026, open until 21 Oct 2026. Fidel Partners has 21 open jobs on SpinHire.
We are hiring for a fast-growing online casino product focused on the Mexican market.
The company is scaling its operations and strengthening the entire player experience — from 24/7 Customer Support to personalized VIP management. This is a dynamic environment with a high level of ownership and the opportunity to directly influence key processes and business results.
ABOUT THE ROLE
We are looking for an experienced Head of VIP & Support to take ownership of both VIP and Customer Support functions.
You will lead a team of 8–12 people, growing to around 20, and own the entire post-registration player journey — from the first Support interaction to long-term VIP management.
The role reports directly to the CEO.
WHAT YOU WILL DO
Lead and develop VIP and Customer Support teams
Own VIP segmentation, portfolios, bonus policy, retention, and reactivation
Manage VIP performance: NGR, LTV, churn, and bonus cost
Oversee 24/7 Support operations, shifts, SLA, service quality, and escalations
Build an effective Support → VIP handover process
Manage Support KPIs including FRT, CSAT, resolution time, and repeat contacts
Handle critical VIP, payment, KYC, and player escalation cases
Own QA, onboarding, and communication standards
Hire and scale the team as the business grows
Collaborate with Product, Payments, CRM, and Compliance teams
WHAT WE ARE LOOKING FOR
2+ years of experience in iGaming
1.5+ years leading a VIP, Retention, or Customer Support team
Strong understanding of both VIP and Support operations
Understanding of NGR, GGR, LTV, bonus cost, retention, and reactivation
Experience with 24/7 Support, shift planning, and SLA
Knowledge of KYC/AML and payment processes
Experience with CRM and performance reporting
English C1
Spanish B1+ will be a plus
Strong ownership and ability to handle critical situations
WILL BE A PLUS
Mexico/LATAM iGaming experience
Knowledge of SPEI and OXXO
Experience building or restructuring VIP/Support operations
Hands-on VIP portfolio management
WHY JOIN
Fully remote
Working hours: 10:00–19:00 Kyiv time, 5/2
Competitive compensation based on experience
Direct reporting to the CEO
High level of ownership and influence
Opportunity to shape both VIP and Support functions
Growing team and direct impact on retention and revenue
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