Customer Support Lead
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Job Description
Customer Support Lead scaling VIP support and performance metrics for Growe’s fast-growing iGaming business. Improving player experience through analytics, automation, and cross-functional collaboration.
Responsibilities:
- Lead and develop the Customer Support function within a fast-growing iGaming environment
- Scale a high-performing VIP Customer Support team aligned with company growth and operational goals
- Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and productivity
- Maintain high communication and service quality across customer interactions
- Establish processes, workflows and escalation standards for efficient, scalable Support operations
- Analyse operational and customer data and turn insights into actionable improvements
- Work closely with QA and Training teams to improve agent performance, knowledge and communication standards
- Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience
- Identify recurring customer pain points and work with Product and Operations teams to address them
- Collaborate with CRM and Account Management/VIP teams
Requirements:
- 5+ 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
- 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
- Upper-Intermediate English level (written and spoken) for daily communication within an international team
- Strong communication skills
- Leadership and people-management mindset
- Customer-oriented mindset
- Analytical and problem-solving mindset
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