As a Customer Support Team Lead at Growe, you will be responsible for overseeing the daily operations of the support team, ensuring agent productivity and adherence to schedules. You will monitor agent performance, provide real-time support and feedback, and work with a team of Supervisors to coordinate and optimize support activities. You will also conduct regular team meetings for updates and training reinforcement. You will be responsible for handling emergency ticket processes, addressing escalated complaints, and managing complex customer issues. You will review customer interactions to ensure compliance with quality standards and track key performance indicators (KPIs) such as response and resolution times. You will lead or participate in projects to enhance support operations, manage project timelines, deliverables, and ensure alignment with company goals. You will report on project progress and outcomes to senior management.

<div class="job__description body"><div><h5 class="p1">Growe welcomes those who are excited to:</h5>
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<p>Oversee daily operations, ensuring agent productivity and adherence to schedules;</p>
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<p>Monitor agent performance, providing real-time support and feedback;</p>
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<p>Work with a team of Supervisors to coordinate and optimize support activities;</p>
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<p>Conduct regular team meetings for updates and training reinforcement;</p>
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<p>Handle emergency ticket processes as required;</p>
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<p>Address escalated complaints and manage complex customer issues;</p>
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<p>Review customer interactions to ensure compliance with quality standards;</p>
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<p>Track key performance indicators (KPIs) such as response and resolution times;</p>
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<p>Lead or participate in projects to enhance support operations;</p>
</li>
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<p>Manage project timelines, deliverables, and ensure alignment with company goals;</p>
</li>
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<p>Report on project progress and outcomes to senior management.</p>
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<h5 class="p1">We need your professional experience:</h5>
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<p>Proven experience in a leadership role within the gambling or customer support industry;</p>
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<p>Strong leadership and team management skills;</p>
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<p>Proficiency in customer support tools and technology;</p>
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<p>Analytical skills for data-driven strategic planning;</p>
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<p>Knowledge of industry regulations and best practices.</p>
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<h5 class="p1">We appreciate if you have those personal features:</h5>
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<p>Excellent organizational skills and the ability to prioritize in order to meet deadlines;</p>
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<li class="p3">Excellent communication and interpersonal abilities;</li>
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<p>Ability to work in a fast-paced environment and handle pressure effectively;</p>
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<p>A team-player mindset with strong collaborative skills;</p>
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<p>Problem-solving skills for handling escalated issues and complex cases.</p>
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<h5 class="p1">We are seeking those who align with our core values:</h5>
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<p>GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;</p>
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<p>DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;</p>
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<p>BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.</p>
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