Anonymous professional profile · 582A97B9
iGaming CRM Automation, VIP Retention and Customer Support QA Operations Lead
iGaming CRM and customer operations professional with experience creating multichannel player lifecycle campaigns, VIP retention workflows and AI-assisted customer communications. Develops first-deposit, repeat-deposit and reactivation journeys using email, SMS, in-app messaging and AI calling, with segmentation based on customer activity and available value metrics. Coordinates eligibility and opt-out exclusions, promotions, A/B tests, retention analytics, payment-related incentives and account-manager performance reporting with CRM and VIP stakeholders. Has developed API, webhook and script-based integrations to automate campaign follow-ups and operational reporting. Also leads VIP service quality assurance, coaching and process improvements. Earlier managed a first-line customer support team, including hiring, onboarding, shift organization, escalations, service KPIs and knowledge-base development, after starting in frontline player support. Holds law studies and is pursuing MBA-level business and technology education. The applied CRM Manager role is a target; the demonstrated position is VIP technical and QA operations leadership.
- Candidate reference
- 582A97B9
- Candidate-provided location
- Tbilisi, Georgia
- Languages
- English
City and country are candidate-provided and have not been independently verified.
Professional background
Professional experience
Overall employment totals and source-reported industry experience are separate claims. Read the profile summary for the supported distinction.
VIP Technical and QA Operations Lead
Designed lifecycle CRM campaigns, automated outreach and reporting, monitored customer eligibility and churn metrics, coordinated VIP and CRM stakeholders and led account-manager service quality processes.
First-Line Customer Support Team Manager
Managed service staff, recruitment, training, schedules, support quality, issue escalation, KPIs and knowledge-base processes.
iGaming Customer Support Specialist
Handled frontline player support before progressing to operations and QA leadership.
Scope: VIP Technical and QA Operations Lead; prior customer support team manager
Capabilities
- iGaming CRM campaign management
- Customer.io player segmentation
- Email SMS push and in-app journeys
- First-deposit and reactivation campaigns
- VIP retention and loyalty promotions
- LTV and churn trend analysis
- Customer eligibility and opt-out controls
- AI calling and campaign A/B testing
- Player engagement and NGR reporting
- API and webhook integration
- Google Apps Script automation
- Customer service QA and coaching
- Support team hiring and onboarding
- Support knowledge base and operational process design
- Customer escalation and incident handling
- Campaign performance and cost analysis
Tools and platforms
- Customer.io
- Intercom
- Squaretalk AI
- Google Sheets
- Google Apps Script
- REST APIs and webhooks
- Claude
- MCP tooling
- Rippit
- Robonote
- Slite
Industry experience
- iGaming and online casinos
- VIP customer retention and lifecycle marketing
- Customer service operations and quality assurance
- CRM automation and AI calling
Education and training
Law degree studies are documented; completion is not explicitly established. MBA programme in Business Administration and Technology is in progress.
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