Customer Support Lead (iGaming)

Location: Anywhere

Company

Growe is a business advisory and services group focused on iGaming and Entertainment, helping businesses develop strategies, enter new markets, and scale operations.

What you will do

• Lead and develop the Customer Support function in a fast-growing iGaming environment.
• Scale a high-performing VIP Customer Support team and establish efficient workflows, escalation standards, and operating processes.
• Define and manage support metrics, including CSAT, FRT, SLA, Quality, AHT, FCR, and productivity.
• Analyze operational and customer data to identify root causes and implement improvements.
• Partner with QA and Training teams to improve agent performance, knowledge, and communication quality.
• Drive automation, self-service, and collaboration with Product, Operations, CRM, and VIP teams to improve the player experience.

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, communication, leadership, people-management, and problem-solving skills.
• Experience using customer support performance metrics to drive operational improvements.
• Upper-Intermediate English level for written and spoken daily communication.

Nice to have

• Experience working with Product, Operations, CRM, Account Management, or VIP teams.
• Experience in iGaming and understanding of the player journey and industry-specific customer needs.

Culture & Benefits

• Global medical coverage.
• Health and wellness support.
• Growth opportunities and benefits programs.
• Compensation for gym, dental, psychological, and similar services.
• Performance-driven rewards and a dynamic work environment.