Customer Support Lead

Remotedxb; Dubai; On-site; AED 260,000 - 420,000; Full time

Job summary

Growe is seeking a senior Customer Support leader to build and scale a VIP team within a fast-growing iGaming environment. You will define and monitor CSAT, FRT, SLA, and productivity while shaping processes and escalation standards to ensure world-class player experience.

With 4+ years in customer support and 1+ year in leadership, you will partner with QA, Training, Product, and Operations to drive improvements and identify automation opportunities. Strong English required.

Qualifications

• 4+ years in Customer Support or similar roles.
• 1+ year in Team Lead/Team Manager or similar leadership position.
• Experience with customer support performance metrics (CSAT, FRT, SLA, etc.).
• Upper-Intermediate English (written and spoken).

Responsibilities

• Lead and develop the Customer Support function within a fast-growing iGaming environment.
• Scale a 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.

Skills

Analytical mindset

Leadership experience

English proficiency

Data-driven improvements

Job description

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.