VIP Support Supervisor

At Forward, we connect visionary iGaming companies with the industry’s brightest minds, delivering solutions that go beyond the ordinary. From marketing and R&D to technology, VIP customer experience, and data analytics, we handpick talent that empowers businesses to excel on a global stage. We don’t just fill positions, we build partnerships that elevate careers and drive innovation forward.

Role Overview

We are looking for an experienced VIP Support Supervisor to lead and develop our VIP Support team and ensure a high-quality, personalized service for our VIP customers. The role combines team leadership, operational management, process optimization, and data-driven performance analysis.

The ideal candidate will be responsible for maintaining high service standards, improving key support metrics, handling complex customer cases, and working closely with cross-functional teams to ensure fast and effective issue resolution.

Responsibilities

• Lead and manage the VIP Support team, ensuring high-quality service and smooth daily operations.

• Monitor team performance, attendance, workload, SLA, CSAT, and chat quality.

• Handle and support agents with complex, sensitive, and escalated VIP customer cases.

• Develop, implement, and optimize VIP Support processes, procedures, and workflows.

• Monitor bonus issuance and ensure compliance with business rules and risk requirements.

• Analyze key support metrics, identify trends and root causes, and prepare regular reports.

• Conduct team meetings, 1-on-1s, coaching sessions, and performance reviews.

• Work closely with Billing, Risk, Anti-Fraud, Payments, and other teams to resolve customer issues efficiently.

• Maintain and develop direct communication channels with VIP customers, including WhatsApp, Telegram, and phone.

• Ensure a consistently high level of customer experience and professional service standards.

Requirements

• 1.5–2+ years of experience as a Supervisor, Team Lead, or Shift Lead in Customer Support.

• Experience in VIP Support or Premium Customer Service is a strong advantage.

• Turkish and Russian at C1+ level, both written and spoken.

• Strong analytical skills and experience working with support metrics such as CSAT, SLA, RA, and workload.

• Experience creating, implementing, and optimizing support processes and procedures.

• Understanding of bonus mechanics, business rules, fraud prevention, and risk management.

• Experience working with Billing, Risk, Anti-Fraud, and Payment teams.

• Strong people management, coaching, and communication skills.

• Excellent customer orientation, empathy, diplomacy, and problem-solving skills.

• Ability to work under pressure and make quick, data-driven decisions.