Customer Support Team Leader

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Growe Talents

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📣 Marketing

🎯 Recruiter

Consulting • Marketing • Recruitment

Growe Talents is a recruitment agency specializing in the iGaming sector, focused on matching ambitious professionals with roles that drive both personal career growth and business performance. Born from the expert recruitment team at Growe, the company connects talent with opportunities across functions such as software development, CRM, marketing, content, and risk, and emphasizes meaningful matches based on skills, values, and growth potential. Growe Talents also promotes global opportunities, performance-driven rewards, and benefits aimed at supporting candidates and clients in a fast-paced, innovative industry.

📋 Description

• Lead and oversee Customer Support operations for an assigned region, managing and supporting Supervisors and their teams of agents; • Define and execute regional customer support strategies aligned with company objectives, service standards, and growth targets; • Monitor overall team performance, ensuring productivity, quality, and compliance across all support channels (chat, tickets, calls); • Analyze operational data and key performance indicators (KPIs) to identify trends, risks, and opportunities for improvement; • Provide strategic guidance and coaching to Supervisors, supporting their development and leadership effectiveness; • Collaborate closely with cross-functional stakeholders (Product, Payments, Compliance, Risk, and Operations) to improve customer experience and issue resolution; • Oversee handling of high-level escalations and critical incidents, ensuring timely and appropriate resolutions; • Lead regional projects and initiatives aimed at improving efficiency, customer satisfaction, and operational scalability; • Manage regional planning, capacity forecasting, and resource allocation; • Prepare and present performance reports, insights, and strategic recommendations to senior management.

🎯 Requirements

• Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming environments; • Demonstrated experience managing Supervisors and multi-level support teams; • Strong understanding of customer support operations, KPIs, and service quality frameworks; • Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions; • Experience working with CRM systems, ticketing platforms, and performance analytics tools; • Knowledge of industry regulations, compliance standards, and best practices is a strong advantage.

🏖️ Benefits

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