Customer Support Lead

Responsibilities

• Lead and develop the Customer Support function within a fast-growing iGaming environment
• Scale a high-performing VIP Customer Support team aligned with growth and operational goals
• Define and drive key performance metrics including CSAT, FRT, SLA, Quality, AHT, FCR and productivity
• Establish clear processes, workflows and escalation standards
• Analyse operational and customer data to drive actionable improvements
• Collaborate with QA, Training, Product, and Operations teams to improve agent performance and player experience
• Identify opportunities for automation and self-service

Requirements

• 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 data to drive improvements
• Experience working with customer support performance metrics (CSAT, FRT, SLA, etc.)
• Upper-Intermediate English level (written and spoken)

Preferred Qualifications

• Experience working with Product, Operations, CRM or Account Management/VIP teams
• Experience in iGaming and understanding of the player journey

About the Company

Growe is a fast-growing company in the iGaming sector that values teamwork, result-driven goals, and adaptability to change.