filip m
@filipm
I lead scalable VIP and customer support operations across global teams.
SerbiaWhat I'm looking for
I've led VIP and customer support operations at BC GAME, managing 30+ Serbia-based agents across three shifts while supporting a global team of 40+ agents. I monitor high-volume chat operations exceeding 50,000 monthly chats, KPIs, attendance, quality, and complex VIP and legal cases.
As Head of VIP, I restructured VIP operations and player acquisition, introduced quality-control standards, and documented workflows, policies, and procedures to create a scalable operating framework. I work closely with Risk, Compliance, Payments, Product, Email, and VIP teams to improve customer experience and operational consistency.
Experience
Work history, roles, and key accomplishments
Head of VIP, L5
BC GAME
Jun 2026 - Present (3 months)
Led the restructuring of VIP operations and player acquisition processes. Implemented quality control standards and developed workflows, policies, and procedures.
Head Of Department
Remote
Jan 2026 - Present (8 months)
Led the restructuring of VIP operations and player acquisition processes. Implemented quality control standards and developed workflows, policies, and procedures to support growth.
Customer Support Team Lead
BC GAME
Feb 2025 - May 2026 (1 year 3 months)
Led a team of 30+ agents across three shifts with 24/7 coverage and provided assistance to the global CS team. Co-led operations focusing on improving Intercom chat channels and prepared performance reports.
Customer Support Specialist, L2
BC GAME
Oct 2024 - Jan 2025 (3 months)
Handled multiple chats or emails simultaneously and served as first line of support. Acted as escalation point for other teams by creating tickets and collaborating with Risk, Compliance, and Payments teams.
Handled multiple live chats simultaneously and assisted customers and merchants with order-related inquiries. Investigated and resolved delivery issues to ensure high customer satisfaction.
Education
Degrees, certifications, and relevant coursework
University of Belgrade
Political Scientist, Political Science
2019 -
Pursuing a degree in Political Science at the Faculty of Political Science, University of Belgrade, ongoing since 2019.
First Kragujevacka Gymnasium
High School Diploma, Social Studies and Language
2015 - 2019
Completed secondary education with a focus on Social Studies and Language at First Kragujevacka Gymnasium from 2015 to 2019.
Availability
Location
SerbiaAuthorized to work in
Salary expectations
Job categories
Skills
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