[Hiring] Customer Support Team Leader @Growe Talents

Role Description

Perfect for those who aim to:

• Lead and oversee Customer Support operations for an assigned region, managing and supporting Supervisors and their teams of agents;
• Define and execute regional customer support strategies aligned with company objectives, service standards, and growth targets;
• Monitor overall team performance, ensuring productivity, quality, and compliance across all support channels (chat, tickets, calls);
• Analyze operational data and key performance indicators (KPIs) to identify trends, risks, and opportunities for improvement;
• Provide strategic guidance and coaching to Supervisors, supporting their development and leadership effectiveness;
• Collaborate closely with cross-functional stakeholders (Product, Payments, Compliance, Risk, and Operations) to improve customer experience and issue resolution;
• Oversee handling of high-level escalations and critical incidents, ensuring timely and appropriate resolutions;
• Lead regional projects and initiatives aimed at improving efficiency, customer satisfaction, and operational scalability;
• Manage regional planning, capacity forecasting, and resource allocation;
• Prepare and present performance reports, insights, and strategic recommendations to senior management.

Qualifications

• Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming environments;
• Demonstrated experience managing Supervisors and multi-level support teams;
• Strong understanding of customer support operations, KPIs, and service quality frameworks;
• Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions;
• Experience working with CRM systems, ticketing platforms, and performance analytics tools;
• Knowledge of industry regulations, compliance standards, and best practices is a strong advantage.

Requirements

• Strategic thinker with a strong business and customer-centric mindset;
• Confident leader capable of influencing and aligning Supervisors and teams toward shared goals;
• Highly analytical, detail-oriented, and comfortable making data-driven decisions;
• Proactive, solution-oriented, and able to anticipate challenges before they arise;
• Calm and resilient under pressure, especially when managing large teams or regional incidents;
• Strong sense of ownership and accountability for regional performance and outcomes;
• Adaptable and comfortable working in a fast-paced, constantly evolving environment;
• Excellent organisational, prioritisation, and time-management skills;
• Collaborative and transparent communication style, fostering trust and engagement across teams.

Benefits

• Health & Wellness Focus;
• Global Medical Coverage;
• Growth Opportunities;
• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
• Performance-Driven Rewards;
• Dynamic Work Environment;