Customer Support Lead

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

Our expertise spans across key areas: from business and brand strategy development to market research, marketing solutions, IT customization, organizational structuring, and talent management. We partner with our clients to turn challenges into competitive advantages, ensuring successful market entries and long-term global expansion.

At Growe, there are no limits to our ambitions! We boldly break stereotypes and strive for unparalleled achievements in an ever-changing industry. 

Are you ready to grow with us?

Growe welcomes those who are excited 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 them;

• Collaborate closely with CRM and Account Management/VIP teams.

We need your professional experience:

• 4+ 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.

We appreciate if you have those personal features:

• Strong communication skills: communicate clearly and effectively with team members, provide constructive feedback, maintain high communication standards within the team and build strong relationships with cross-functional stakeholders;

• Leadership and people-management mindset: motivate and support the team, create a positive working environment, develop team members and confidently manage performance and challenging situations;

• Customer-oriented mindset: genuinely understand customer needs, stay focused on delivering a high-quality player experience and proactively identify opportunities to improve the customer journey; 

• Analytical and problem-solving mindset: identify the root causes of operational and customer-related issues, make data-driven decisions and turn insights into practical improvements for the team and Support function.

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.

What we offer:

• Medical insurance and financial aid;

• Benefit Cafeteria (compensation for the gym/stomatology/psychological service & etc.);

• 100 % paid sick leaves;

• Paid vacation;

• Annual salary review (based on performance);

• Individual annual training budget which allows to visit paid conferences, training sessions, English lessons, workshops, etc.;

• Growe University (Leadership Programs, Knowledge sharing, Webinars, etc.);

• Personal development plan;

• Corporate events and team-building activities;

• Growe Care (Well-being Program);

• Free lunches at the office.