Customer Success Team Lead
The client Call Power is an international online gaming company offering sports betting and casino services. Its strategic focus is to deliver a high-quality, personalised gaming experience, leveraging advanced technology and localised services to cater to the preferences of different Latin American players. The company develops and launches its own casino games, as well as operates its own CRM, CS and Back-office platforms.
This role is perfect for those who aim to lead and develop a team of specialists/analysts working on customer service processes and quality. It involves managing multiple projects simultaneously, from concept through implementation, and designing new customer service processes while optimising existing ones.
The role requires documenting business processes using BPMN notation, understanding contact centre operations, and overseeing quality control. The successful candidate will define requirements for changes to scripts and guidelines, set goals and priorities for the team, and coordinate changes with related departments. They will also prepare project status reports and presentations for senior management, and act as a point of escalation for complex process or quality issues.
- Lead and develop a team of specialists/analysts working on customer service processes and quality.
- Manage multiple projects simultaneously, from concept through implementation.
- Design new customer service processes and optimise existing ones.
- Document business processes using BPMN notation (as-is / to-be diagrams).
- Understand contact centre operations (SLA, FR, CT), line workload, staffing, and daily operational specifics.
- Oversee and contribute to quality control: analyse quality metrics, identify bottlenecks, propose and implement improvements.
- Define requirements for changes to scripts, guidelines, and operator instructions.
- Set goals, priorities, and development plans for the team.
- Coordinate changes with related departments (IT, training, HR, product).
- Prepare project status reports and presentations for senior management.
- Act as a point of escalation for complex process or quality issues.
- Proven experience in a Team Leader or Operations Manager role within customer support or iGaming environments (required).
- Demonstrated experience managing Supervisors and multi-level support teams (required).
- Strong understanding of customer support operations, KPIs, and service quality frameworks (required).
- Advanced analytical skills with the ability to interpret data, identify patterns, and drive strategic decisions (required).
- Experience working with CRM systems, ticketing platforms, and performance analytics tools (required).
- Knowledge of industry regulations, compliance standards, and best practices (nice-to-have).
- Proven experience documenting business processes in BPMN notation (Bizagi, Camunda Modeler, Visio, draw.io, or similar) (required).
- Experience working with quality control systems (speech analytics, evaluation checklists, call/interaction scoring) (required).
- Strong data analysis skills (Excel/Google Sheets) (required).
- Experience with BI tools (nice-to-have).
- Strategic thinker with a strong business and customer-centric mindset (required).
- Confident leader capable of influencing and aligning Supervisors and teams toward shared goals (required).
- Highly analytical, detail-oriented, and comfortable making data-driven decisions (required).
- Proactive, solution-oriented, and able to anticipate challenges before they arise (required).
- Calm and resilient under pressure, especially when managing large teams or regional incidents (required).
- Strong sense of ownership and accountability for regional performance and outcomes (required).
- Adaptable and comfortable working in a fast-paced, constantly evolving environment (required).
- Excellent organisational, prioritisation, and time-management skills (required).
- Collaborative and transparent communication style, fostering trust and engagement across teams (required).
- Committed to continuous improvement, innovation, and people development (required).
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.