Customer Support Lead
Growe is looking for a Customer Support Lead to manage and develop the customer support function within a fast-growing iGaming environment. The role focuses on scaling a high-performing VIP support team while ensuring operational goals are met through defined performance metrics and efficient workflows.
The successful candidate will act as the voice of the customer, collaborating with product and operations teams to address pain points and improve the overall player experience. This position requires a data-driven approach to identify opportunities for automation and process optimisation while maintaining high communication standards.
- 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.
- 4+ years of experience in Customer Support or similar customer-facing roles (required)
- 1+ year of experience in a Team Lead, Team Manager, or similar leadership position (required)
- Strong analytical mindset and ability to use operational and customer data to drive improvements (required)
- Experience working with customer support performance metrics such as CSAT, FRT, SLA, Quality, AHT, FCR and productivity (required)
- Experience working with Product, Operations, CRM or Account Management/VIP teams (preferred)
- Experience in iGaming, with understanding of the player journey and industry-specific customer needs (preferred)
- Upper-Intermediate English level (written and spoken) for daily communication within an international team (required)
- Strong communication skills (required)
- Leadership and people-management mindset (required)
- Customer-oriented mindset (required)
- Analytical and problem-solving mindset (required)
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
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.
