Group Lead VIP Support

RedCore is an international business group that creates technological solutions for digital markets.
Our products and services cover fintech, marketing, e-commerce, customer service, communications, and regulatory technologies.
Powering Growth from the Core — this is the key mission laid under RedCore’s strong foundation. This is how we consistently stay ahead: by evolving and creating scalable solutions, while remaining committed to open and transparent communication with our partners.
We are looking for a Group Lead VIP Support!

Requirements:

3+ years of experience in Group Lead VIP Support/Head of VIP Support position
Proven experience managing multiple teams through Team Leads
Strong experience in setting KPIs, monitoring performance, and driving improvement initiatives
Experience with capacity, headcount, workload, and resource planning
Experience developing Team Leads, conducting performance reviews, and increasing managerial autonomy
Strong understanding of VIP Support operations, CRM, retention, churn, reactivation, and bonus management
Experience analyzing business and customer metrics and identifying systemic issues
Ability to develop and implement action plans based on performance data
Experience collaborating with cross-functional teams, including CRM, Product, Payments, Risk, and Analytics
Strong analytical, problem-solving, and decision-making skills
Ability to establish processes and standards and ensure their consistent implementation across teams
English — B2 (Upper-Intermediate)

Responsibilities:

Managing VIP Support operations, SLA, KPI, and 24/7 coverage
Managing Team Leads, performance, development, and escalations
Ensuring compliance with internal policies and regulatory requirements
Monitoring fraud, risks, and sensitive customer communications
Approving individual VIP customer solutions and handling exceptional cases
Executing retention strategy, offers, and sales targets
Analyzing customer feedback and driving improvements in LTV and churn
Collaborating with Product, Retention, Security, Anti-Fraud, and other teams
Managing concierge service providers and operational reporting

Our benefits to you:

Modern corporate equipment based on macOS or Windows and additional equipment are provided
Paid vacations, sick leave, personal events days, days off
Referral program — enjoy cooperation with your colleagues and get the bonus
Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences
Rewards program for mentoring and coaching colleagues
In-house Travel Service
Multiple internal activities
Other benefits could be added based on your location