Customer Support Lead

Job description

##### Growe welcomes those who are excited to: - Lead and develop the Customer Support function within a fast-growing iGaming environment; - Scale a high-performing VIP Customer Support team aligned with the company’s growth and operational goals; - Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and productivity; - Maintain a consistently high standard of communication and service quality across all customer interactions; - Establish clear processes, workflows and escalation standards to ensure efficient and scalable Support operations; - Analyse operational and customer data and turn insights into actionable improvements; - Work closely with QA and Training teams to continuously improve agent performance, knowledge and communication standards; - Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience; - Act as the voice of the customer by identifying recurring pain points and working with Product and Operations teams to address them; - Collaborate closely with CRM and Account Management/VIP teams. ##### We need your professional experience: - 4+ years of experience in Customer Support or similar customer-facing roles; - 1+ year of experience in a Team Lead, Team Manager, or similar leadership position; - Strong analytical mindset and ability to use operational and customer data to drive improvements; - Experience working with customer support performance metrics such as CSAT, FRT, SLA, Quality, AHT, FCR and productivity; - Experience working with Product, Operations, CRM or Account Management/VIP teams will be a plus; - Experience in iGaming, with understanding of the player journey and industry-specific customer needs will be a plus; - Upper-Intermediate English level (written and spoken) for daily communication within an international team. ##### We appreciate if you have those personal features: - Strong communication skills: communicate clearly and effectively with team members, provide constructive feedback, maintain high communication standards within the team and build strong relationships with cross-functional stakeholders; - Leadership and people-management mindset: motivate and support the team, create a positive working environment, develop team members and confidently manage performance and challenging situations; - Customer-oriented mindset: genuinely understand customer needs, stay focused on delivering a high-quality player experience and proactively identify opportunities to improve the customer journey; - Analytical and problem-solving mindset: identify the root causes of operational and customer-related issues, make data-driven decisions and turn insights into practical improvements for the team and Support function. ##### We are seeking those who align with our core values: - GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals; - DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success; - BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.