Customer Support Lead

Job not on LinkedIn

🔥 2 minutes ago

🇵🇱 Poland – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Growe

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🎮 Gaming

🤝 B2B

Gaming • B2B • Entertainment

Growe is a dynamic company that boldly operates in the iGaming and Entertainment industries. Its mission is to unlock potential and create opportunities by launching new iGaming brands across Asia and Latin America. Gathered expertise from diverse markets allows Growe to unite brands globally and enhance the gaming experience, making it a key player in the growth of the industry.

📋 Description

• Lead and develop the Customer Support function within a fast-growing iGaming environment • Scale a high-performing VIP Customer Support team aligned with company growth and operational goals • Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and productivity • Maintain high communication and service quality across customer interactions • Establish processes, workflows and escalation standards for efficient, scalable Support operations • Analyse operational and customer data and turn insights into actionable improvements • Work closely with QA and Training teams to improve agent performance, knowledge and communication standards • Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience • Identify recurring customer pain points and work with Product and Operations teams to address them • Collaborate with CRM and Account Management/VIP teams

🎯 Requirements

• 5+ 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 • Strong communication skills • Leadership and people-management mindset • Customer-oriented mindset • Analytical and problem-solving mindset