Note: The job is a remote job and is open to candidates in USA. Growe is a business advisory and services group focused on iGaming and Entertainment. The Customer Support Lead will lead and develop the Customer Support function, scale a VIP support team, establish scalable processes, manage performance metrics, and drive data-informed improvements to customer and player experience.
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
- Analyze 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
Benefits
- Medical insurance and financial aid
- Benefit Cafeteria (compensation for the gym/stomatology/psychological service & etc.)
- 100 % paid sick leaves
- Paid vacation
- Annual salary review (based on performance)
- Individual annual training budget which allows to visit paid conferences, training sessions, English lessons, workshops, etc.
- Growe University (Leadership Programs, Knowledge sharing, Webinars, etc.)
- Personal development plan
- Corporate events and team-building activities
- Growe Care (Well-being Program)
- Free lunches at the office
Company Overview