Customer Support Team Lead

Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

Perfect for those who aim to:

• Oversee day-to-day operations of the Customer Support team, ensuring agent performance and adherence to schedules;

• Monitor live operations, provide real-time support, and deliver actionable feedback to agents;

• Work alongside and manage a team of Supervisors to align workflows and optimize service levels across shifts;

• Lead daily stand-ups and regular meetings to reinforce updates, training, and team engagement;

• Handle complex or escalated customer complaints and ensure timely resolution;

• Coordinate emergency ticket processes and crisis management support if needed;

• Ensure compliance with internal procedures by reviewing chats, emails, and calls for quality;

• Track and analyze KPIs such as response time, resolution rates, CSAT, and productivity metrics;

• Lead or participate in internal projects aimed at improving CS processes, workflows, and tools;

• Report project outcomes and team performance insights to senior management.

Experience you’ll need to bring:

• Proven experience in a leadership role in customer support, preferably within the gambling, iGaming, or related industries;

• Familiarity with support tools, ticketing systems, and customer engagement platforms;

• Strong data analysis skills for planning, reporting, and performance evaluation;

• Knowledge of industry regulations, responsible gaming practices, and escalation handling;

• Solid track record of managing teams, motivating staff, and driving performance improvements;

• Advanced English proficiency is required (spoken and written).

It's a perfect match if you have those personal features:

• Excellent organizational skills, with the ability to manage multiple priorities;

• Calm under pressure, with confidence in navigating tough customer situations;

• Collaborative team player who brings structure and positivity to dynamic environments;

• Strong problem-solving mindset for analyzing and resolving operational bottlenecks;

• Effective communicator, capable of giving constructive feedback and leading meetings;

• Passionate about delivering excellent customer experiences and empowering your team.

Our clients offer competitive benefits to support your professional and personal growth, including:

• Health & Wellness Focus;

• Global Medical Coverage;

• Growth Opportunities;

• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);

• Performance-Driven Rewards;

• Dynamic Work Environment.

Apply, and let your growth journey begin.