Customer Support Supervisor

3 Months ago • All levels • Customer Service

Job Summary

Job Description

The Customer Support Supervisor will oversee daily operations, ensuring agent productivity and schedule adherence. They will provide real-time support and feedback to agents, lead team meetings, and address escalated customer issues. This role involves monitoring customer interactions, tracking performance metrics, collaborating with other teams, and providing updates to senior management. The ideal candidate will possess strong leadership skills, proficiency in customer support tools, and analytical skills for data-driven strategic planning.
Must have:
  • Proven leadership experience in gambling or customer support.
  • Strong leadership and team management skills.
  • Proficiency in customer support tools and technology.
  • Analytical skills for data-driven strategic planning.
  • Knowledge of industry regulations and best practices.
  • Advanced level of English (written and spoken).
Good to have:
  • Strong organizational and prioritization skills.
  • Excellent communication and interpersonal abilities.
  • Ability to work effectively in a fast-paced environment.
  • A collaborative mindset and team-player abilities.
  • Proactive problem-solving skills.

Job Details

Growe welcomes those who are excited to:
  • Oversee daily operations, ensuring agent productivity and adherence to schedules;

  • Work with agents to provide real-time support and constructive feedback on performance;

  • Lead team meetings to share updates and reinforce training objectives;

  • Address escalated customer issues and manage emergency ticket handling when required;

  • Monitor customer interactions to maintain compliance with quality standards;

  • Track performance metrics, such as response and resolution times, to ensure efficiency;

  • Collaborate with other teams on projects aimed at improving support operations;

  • Manage project timelines, deliverables, and outcomes to support organizational goals;

  • Provide regular updates to senior management on support operations and project progress.

We need your professional experience:
  • Proven experience in a leadership role within the gambling industry or in customer support department;

  • Strong leadership and team management skills;

  • Proficiency in customer support tools and technology;

  • Analytical skills for data-driven strategic planning;

  • Knowledge of industry regulations and best practices;

  • Advanced level of English (written and spoken).
We appreciate if you have those personal features:
  • Strong organizational and prioritization skills to meet deadlines;

  • Excellent communication and interpersonal abilities;
  • Ability to work effectively in a fast-paced environment and handle pressure;

  • A collaborative mindset with excellent team-player abilities;

  • Proactive problem-solving skills to address complex issues promptly.

We are seeking those who align with our core values:
  • GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

  • DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

  • BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.

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About The Company

Here at GROWE, we operate boldly in the iGaming and Entertainment industries, uniting brands worldwide and gathering expertise from diverse markets.

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