VIP Customer Support Lead - iGaming

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

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.