Customer Support Lead

Growe; Brasil; Teletrabalho; BRL 134 000 - 201 000; Tempo integral

Resumo da oferta

Growe is seeking an experienced Customer Support Leader to own and grow the company’s support function in a fast-growing iGaming environment. You will scale a high-performing VIP team, define key metrics, and ensure high-quality service across all interactions, while partnering with Product, Operations, CRM and Account Management.

This role requires 4+ years in customer support and at least 1 year in a leadership role, plus strong data-driven decision making and excellent English communication.

Qualificações

• 4+ years in customer support or similar role.
• 1+ year in team lead or equivalent leadership position.
• Strong analytical mindset with data-driven improvements.
• Experience with CSAT, FRT, SLA, Quality, AHT, FCR or related metrics.
• English proficiency for daily communication in an international team.

Responsabilidades

• Lead and develop the VIP customer support team.
• Define and monitor performance metrics (CSAT, FRT, SLA, Quality).
• Establish scalable processes and escalation standards.
• Collaborate with Product, Operations, CRM and Account Management.
• Identify automation opportunities to improve efficiency and player experience.
• Act as voice of customer and drive continuous improvement.

Conhecimentos

Team leadership

Analytical mindset

CSAT tracking

Customer support

Data-driven decisions

Communication skills

Descrição da oferta de emprego

Growe welcomes those who are excited to:

• 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;
• Analyse 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.

We need your professional experience:

• 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;
• 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.