Customer Support Lead

Job description

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: • Lead and develop the Customer Support function within a fast-growing iGaming environment; • Scale a high-performing VIP Customer Support team aligned with the company’s growth and operational goals; • Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR and productivity; • Maintain a consistently high standard of communication and service quality across all customer interactions; • Establish clear processes, workflows and escalation standards to ensure efficient and scalable Support operations; • Analyze operational and customer data and turn insights into actionable improvements; • Work closely with QA and Training teams to continuously improve agent performance, knowledge and communication standards; • Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience; • Act as the voice of the customer by identifying recurring pain points and working with Product and Operations teams to address…