Customer Support Lead

<h5>Growe welcomes those who are excited to:</h5> <ul> <li> <p>Lead and develop the Customer Support function within a fast-growing iGaming environment;</p> </li> <li> <p>Scale a high-performing VIP Customer Support team aligned with the company’s growth and operational goals;</p> </li> <li> <p>Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and productivity;</p> </li> <li> <p>Maintain a consistently high standard of communication and service quality across all customer interactions;</p> </li> <li> <p>Establish clear processes, workflows and escalation standards to ensure efficient and scalable Support operations;</p> </li> <li> <p>Analyse operational and customer data and turn insights into actionable improvements;</p> </li> <li> <p>Work closely with QA and Training teams to continuously improve agent performance, knowledge and communication standards;</p> </li> <li> <p>Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience;</p> </li> <li> <p>Act as the voice of the customer by identifying recurring pain points and working with Product and Operations teams to address them;</p> </li> <li> <p>Collaborate closely with CRM and Account Management/VIP teams.</p> </li> </ul> <h5>We need your professional experience:</h5> <ul> <li> <p>5+ years of experience in Customer Support or similar customer-facing roles;</p> </li> <li> <p>1+ year of experience in a Team Lead, Team Manager, or similar leadership position;</p> </li> <li> <p>Strong analytical mindset and ability to use operational and customer data to drive improvements;</p> </li> <li> <p>Experience working with customer support performance metrics such as CSAT, FRT, SLA, Quality, AHT, FCR and productivity;</p> </li> <li> <p>Experience working with Product, Operations, CRM or Account Management/VIP teams will be a plus;</p> </li> <li> <p>Experience in iGaming, with understanding of the player journey and industry-specific customer needs will be a plus;</p> </li> <li> <p>Upper-Intermediate English level (written and spoken) for daily communication within an international team.</p> </li> </ul> <h5>We appreciate if you have those personal features:</h5> <ul> <li> <p>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;</p> </li> <li> <p>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;</p> </li> <li> <p>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;</p> </li> <li> <p>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.</p> </li> </ul> <h5>We are seeking those who align with our core values:</h5> <ul class="Vacancy_vacancy__description__list__o_1gO"> <li class="Vacancy_vacancy__description__list__item__BsZ1X"> <p>GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;</p> </li> <li class="Vacancy_vacancy__description__list__item__BsZ1X"> <p>DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;</p> </li> <li class="Vacancy_vacancy__description__list__item__BsZ1X"> <p>BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.</p> </li> </ul>