Customer Support Team Lead Manager

Growe welcomes those who are excited to:

• Oversee daily operations, ensuring agent productivity and adherence to schedules;

• Monitor agent performance, providing real-time support and feedback;

• Work with a team of Supervisors to coordinate and optimize support activities;

• Conduct regular team meetings for updates and training reinforcement;

• Handle emergency ticket processes as required;

• Address escalated complaints and manage complex customer issues;

• Review customer interactions to ensure compliance with quality standards;

• Track key performance indicators (KPIs) such as response and resolution times;

• Lead or participate in projects to enhance support operations;

• Manage project timelines, deliverables, and ensure alignment with company goals;

• Report on project progress and outcomes to senior management.

We need your professional experience:

• Proven experience in a leadership role within the gambling or customer support industry;

• Strong leadership and team management skills;

• Proficiency in customer support tools and technology;

• Analytical skills for data-driven strategic planning;

• Knowledge of industry regulations and best practices.

We appreciate if you have those personal features:

• Excellent organizational skills and the ability to prioritize in order to meet deadlines;

• Excellent communication and interpersonal abilities;

• Ability to work in a fast-paced environment and handle pressure effectively;

• A team-player mindset with strong collaborative skills;

• Problem-solving skills for handling escalated issues and complex cases.

We are seeking those who align with our core values:

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

• DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.