[Hiring] Customer Support Lead @GROWE

Role Description

• 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.

Qualifications

• 5+ 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.

Requirements

• 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.

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.