Customer Support Lead
Skills
About the role
Growe, an iGaming company, is looking for a Customer Support Lead to head its customer service function in a fully remote capacity.
What you’ll do
- Lead and develop the Customer Support function within a fast-growing iGaming business.
- Scale a high-performing VIP Customer Support team aligned with growth goals.
- Define and drive KPIs including CSAT, FRT, SLA, Quality, AHT, FCR, and productivity.
- Establish clear processes, workflows, and escalation standards.
- Analyse operational and customer data to turn insights into actionable improvements.
- Work with QA and Training teams to improve agent performance and knowledge standards.
- Identify automation, self-service, and process optimisation opportunities.
- Act as the voice of the customer, identifying recurring pain points and working with Product and Operations teams.
- Collaborate with CRM and Account Management/VIP teams.
What they’re looking for
- 4+ years of experience in Customer Support or similar customer-facing roles.
- 1+ year in a Team Lead, Team Manager, or comparable leadership position.
- Strong analytical mindset able to use operational and customer data to drive improvements.
- Experience working with support metrics such as CSAT, FRT, SLA, Quality, AHT, FCR and productivity.
- Upper-Intermediate English proficiency for daily communication within an international team.
What’s on offer
- Fully remote position.
- Full-time permanent role.
- Work with an international team in the iGaming sector.
- Company values include teamwork, driving results, and adaptability.
Questions about this role
Is this role remote?
Yes, the position is fully remote.
How many years of experience do I need?
4+ years in customer support and at least 1 year in a leadership role.
What industry is this in?
iGaming.
What languages must I speak?
Upper-Intermediate English.
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