Customer Support Lead

Growe is looking for a dedicated Customer Support Lead to join our team and help shape the future of our support operations in a fast-paced iGaming environment. You will play a pivotal role in scaling our high-performing team while ensuring that our service standards remain exceptional as we continue to grow globally.

Key responsibilities

• Lead and develop the Customer Support function, focusing on scaling a high-performing VIP support team.
• Define and drive key performance metrics including CSAT, FRT, SLA, Quality, AHT, and FCR.
• Establish clear processes, workflows, and escalation standards to ensure efficient and scalable operations.
• Analyze operational and customer data to turn insights into actionable improvements for the team.
• Collaborate with QA, Training, Product, and CRM teams to enhance agent performance and the overall player experience.

Requirements

• At least 4 years of experience in Customer Support or similar customer-facing roles.
• Minimum 1 year of experience in a Team Lead, Team Manager, or equivalent leadership position.
• Strong analytical mindset with the ability to use data to drive operational improvements.
• Proven experience managing performance metrics such as CSAT, SLA, and productivity.
• Upper-Intermediate English proficiency for effective communication within our international team.

What we offer

• The opportunity to work in a fast-growing, dynamic iGaming environment.
• A collaborative culture that values teamwork, results, and adaptability.
• Professional development and the chance to influence the growth of the support function.
• A fully remote work environment that supports your professional and personal growth.