Customer Support Supervisor

10 Hours ago • All levels

Job Summary

Job Description

As a Customer Support Supervisor at Growe, you will oversee daily operations, ensuring agent productivity and adherence to schedules. You'll monitor agent performance, provide real-time support and feedback, and conduct regular team meetings for updates and training reinforcement. You'll review customer interactions to maintain compliance with quality standards and track key performance indicators (KPIs) such as response and resolution times. Additionally, you'll handle escalated complaints and complex issues, lead and participate in projects to improve support operations, manage project timelines and deliverables, and report on project progress to senior management.
Must have:
  • Proven leadership experience in the gambling or customer support industry.
  • Fluent in English (written and spoken).
  • Proficiency in customer support tools and technology.
  • Knowledge of industry regulations and best practices.
Good to have:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Analytical skills for data-driven strategic planning.
  • Problem-solving skills.

Job Details

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

  • Monitor agent performance, providing real-time support and feedback;

  • Conduct regular team meetings for updates and training reinforcement;

  • Review customer interactions to maintain compliance with quality standards;

  • Track key performance indicators (KPIs) such as response and resolution times;

  • Handle escalated complaints and complex issues and ticket process in case of emergency;

  • Lead and participate in projects to improve support operations;

  • Manage project timelines and deliverables;

  • Report on project progress and outcomes to senior management.

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

  • Fluent in English (written and spoken); 

  • Proficiency in customer support tools and technology;

  • Knowledge of industry regulations and best practices.

We appreciate if you have those personal features:
  • Strong leadership and team management skills;

  • Excellent communication and interpersonal abilities;

  • Analytical skills for data-driven strategic planning;

  • Problem-solving skills.

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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