Full-Time Customer Support Team Lead

Growe is looking for a Customer Support Team Lead.

Responsibilities:

• Oversee daily operations and provide strategic support, ensuring agent productivity and adherence to schedules.
• Inspire and motivate the support team by providing real-time support and feedback enabling departmental growth.
• Conduct regular team meetings for updates, and promote training and development of supervisors and agents.
• Support complex issues and escalated complaints, handling ticket processes in emergencies.
• Proactively review customer interactions to maintain compliance with quality standards.
• Continuously review and track KPIs (response and resolution times).
• Be creative in a dynamic work environment, leading or participating in projects to improve support operations.
• Manage project timelines and deliverables, reporting on progress to senior management.

Requirements:

• 2+ years experience in a leadership role within customer support.
• Proven ability to develop, inspire, and train team members.
• Analytical skills for data-driven strategic planning.
• Experience working with culturally diverse teams.
• Experience in the iGaming industry (a plus).
• Upper-Intermediate English.

Personal Attributes:

• Excellent verbal and written communication skills.
• Strong organizational and decision-making abilities.
• Ability to thrive in a fast-paced environment.

Core Values:

• GROW TOGETHER: Team is the main asset; support each other.
• DRIVE RESULT OVER PROCESS: Set ambitious, clear, measurable goals.
• BE READY FOR CHANGE: See challenges as opportunities to adapt.

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