Customer Support Lead

Growe Talents group; United States; Remote; USD 90,000 - 180,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Growth Opportunities

Benefits Programs

Performance-Driven Rewards

Dynamic Work Environment

Job summary

Growe is seeking a Customer Support Leader to build and scale a high-performing VIP team within a fast-growing iGaming environment. You will define performance metrics, uphold top-notch communication standards, and establish scalable processes and escalation guidelines to ensure efficient support operations.

You will collaborate across Product, Operations, CRM, and Account Management teams, turning data into actionable improvements and driving a superior player experience.

Qualifications

• 4+ years of experience in Customer Support or similar roles.
• 1+ year in a Team Lead/Manager role.
• Experience with CSAT, FRT, SLA, Quality, AHT, FCR metrics.
• Experience collaborating with Product/Operations/CRM or Account Management/VIP teams is a plus.
• Experience in iGaming and understanding player journey is a plus.
• Upper-Intermediate English for daily communication in an international team.

Responsibilities

• Lead and develop the Customer Support function in a fast-growing iGaming environment.
• Scale a VIP Customer Support team aligned with growth and goals.
• Define and drive key performance metrics (CSAT, FRT, SLA, Quality, AHT, FCR).
• Maintain high standards of communication and service quality across interactions.
• Establish scalable processes, workflows and escalation standards.
• Analyze operational and customer data to drive improvements.
• Work with QA and Training to improve agent performance.
• Identify opportunities for automation and self-service to boost efficiency.

Skills

Team leadership

Analytical mindset

Data-driven improvements

Customer metrics

Job description

Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. Combining strategic vision with hands‑on expertise, Growe helps businesses navigate the fast‑evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

Perfect for those who aim 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;
• Analyze 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.

Experience you'll need to bring:

• 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.

It's a perfect match if you have those personal features:

• Strong communication skills: communicate clearly and effectively with team members, provide constructive feedback, maintain high communication standards within the team and build strong relationships with cross-functional stakeholders;
• Leadership and people-management mindset: motivate and support the team, create a positive working environment, develop team members and confidently manage performance and challenging situations;
• Customer-oriented mindset: genuinely understand customer needs, stay focused on delivering a high-quality player experience and proactively identify opportunities to improve the customer journey;
• Analytical and problem-solving mindset: identify the root causes of operational and customer-related issues, make data-driven decisions and turn insights into practical improvements for the team and Support function.

Our clients offer competitive benefits to support your professional and personal growth, including:

• Health & Wellness Focus;
• Global Medical Coverage;
• Growth Opportunities;
• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
• Performance-Driven Rewards;
• Dynamic Work Environment.

Source