Open to opportunities

jk khan

@jkkhan

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VIP Customer Support Manager driving retention, CRM optimization, and high-satisfaction growth in iGaming.

India

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What I'm looking for

I’m looking to lead VIP-focused customer support, optimizing CRM workflows and team performance. I want a role where I can improve satisfaction, retention, and revenue targets through fast troubleshooting, strong SLA/KPI discipline, and scalable advocacy.

I’m a dedicated Customer Support Manager (VIP) with 5+ years of experience in the iGaming and digital industries, focused on VIP Relationship Management. I drive high-tier customer retention by optimizing CRM workflows, leading support teams, and ensuring fast, accurate issue resolution for high-net-worth users.

I’ve consistently improved outcomes—achieving a 45% increase in VIP satisfaction scores and repeatedly exceeding monthly sales and upselling targets of INR 5 million through strategic advocacy and technical troubleshooting. In prior roles, I supervised support teams (28% KPI growth, 35% efficiency gain), improved operational reliability with new login protocols (100% systematic uptime), and maintained 94% KPI performance using multi-channel support (Live Chat and Email) while leveraging Atlassian tools and helpdesk platforms.

Experience

Work history, roles, and key accomplishments

Customer Support Manager (VIP)

LopeBet (FAVBET)

Jan 2024 - Jan 2026 (2 years)

Developed personalized VIP retention strategies for high-net-worth users, driving a 45% increase in VIP satisfaction through proactive service and rapid issue resolution. Exceeded monthly sales and upselling targets of INR 5 million by delivering personalized recommendations and optimizing CRM data integrity and communication logging.

VIP Relationship Management Customer Retention Customer Advocacy Troubleshooting Upselling Data Integrity

Support Supervisor

Sprint Bet

Jan 2022 - Jan 2024 (2 years)

Supervised a multidisciplinary support team, improving core KPIs by 28% and efficiency by 35% through performance audits and one-on-one coaching. Implemented new login protocols to improve responsiveness and achieved 100% systematic uptime while enforcing SLA and operational quality standards and producing performance reports for leadership.

Team Leadership Coaching SLA Management KPIs Operational Quality Standards Process Optimization

Customer Support Specialist

Ocean Digital (1win)

Jan 2021 - Jan 2022 (1 year)

Provided multi-channel VIP support via live chat and email, maintaining a consistent 94% KPI performance rating and resolving technical and account complaints with a focus on de-escalation. Used Atlassian tools (Jira, Confluence) to manage internal knowledge bases, document complex resolutions, and build a self-service library for recurring customer issues.

Live Chat Support Email Support Jira Confluence Case Documentation