Note: The job is a remote job and is open to candidates in USA. Growe is an iGaming company seeking a Customer Support Lead to lead and develop its Customer Support function. The role focuses on scaling the VIP Customer Support team, managing performance metrics, establishing efficient processes, analyzing customer data, improving agent performance, and collaborating with CRM, Product, Operations, and Account Management/VIP teams.
Responsibilities
- 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
Skills
- 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
- Upper-Intermediate English level (written and spoken) for daily communication within an international team
- 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
- 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
Company Overview