VIP Support Lead - Data-Driven Growth in iGaming

Remotedxb

Dubai

On-site

AED 260,000 - 420,000

Full time

6 days ago

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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.