Customer Support Team Lead We believe that great careers and thriving teams grow through meaningful connections, and we’re here to match you with opportunities that fuel ambition and roles that unlock your talent. We know iGaming inside out and use that know-how to help talented professionals find their place in the game, where drive, innovation, and ambition meet in a perfect match. 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.
