We are the recruitment agency Match, and we are currently seeking a Team Leader for the VIP Department for a large-scale project in Portuguese-speaking countries with a fast-growing company.
Due to team expansion, the company is looking for a talented and ambitious professional to fill this position.
Responsibilities:
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Leading and managing a team of VIP Managers, ensuring strong team performance and KPI achievement;
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Developing and implementing strategies to enhance the VIP customer experience;
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Monitoring service quality and building long-term relationships with VIP clients;
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Conducting market and competitor research, and analyzing existing processes to find ways to improve efficiency;
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Collaborating with Marketing, Product, Retention, and Analytics teams to ensure a seamless customer journey;
Training, supporting, and motivating team members, and fostering their professional growth and engagement.
Requirements:
- 2+ years of experience in VIP services within fintech, luxury services, or premium support sectors;
- 1–2 years of team leadership experience, including hiring, onboarding, motivation, and KPI control;
- Hands-on experience with omnichannel platforms (e.g., Teletype, Wazzup, Usedesk, Zendesk, Intercom);
- Proficiency in CRM systems such as Bitrix24, amoCRM, Salesforce; solid skills in Google Sheets or Excel;
- Demonstrated success in building and optimizing VIP support, sales, or retention processes;
- Deep understanding of customer service principles and high-touch communication standards;
- Knowledge of analytics metrics: GGR, LTV, ARPU, churn rate;
- Experience in KPI/SLA management, regular reporting to leadership;
- Fluency in Portuguese (C1 or higher) and Russian, essential for daily communication with local clients;
- Strong leadership qualities;
- Resilience under pressure;
- Excellent communication skills.
We Offer:
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Competitive salary (to be discussed during the interview);
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Remote work (home office);
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5/2 work schedule — 8 working hours per day + 1+ hour lunch break;
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14 days of paid vacation and paid sick leave;
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Career growth opportunities within a team of professionals — both horizontal and vertical;
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A young, dynamic, and energetic team.
