VIP Support Resource Agent

The VIP Support Resource Agent will handle multiple geographical regions, ensuring consistent VIP service through live chat, email, and phone with high quality and fast response times. This role involves working rotating day and night shifts, supporting the company's multi-brand structure, and assisting internal teams during peak loads to manage urgent cases and maintain service level agreements. The agent is expected to deliver accurate, client-focused communication while maintaining a professional VIP experience across all channels.

Must Have

• 6+ months of Customer Support experience
• English level — Upper Intermediate (spoken and written)
• Ability to efficiently handle routine tasks and meet deadlines

Good to Have

• Experience with ticketing systems (Intercom, Zendesk, Freshdesk, etc.)
• Knowledge of Portuguese or Hindi
• Think creatively and approach challenges with innovation
• Show responsibility, empathy, and proactivity in problem-solving
• Stay flexible and adapt to a fast-paced, multicultural environment

##### Growe welcomes those who are excited to:

• Handle multiple GEOs, ensuring smooth and consistent VIP service across all assigned regions;
• Provide VIP support through live chat, email, and phone, maintaining high quality and fast response times;
• Work in a rotating shift schedule, covering both day (13:00–22:00) and night (00:00–09:00) shifts;
• Support the company’s multi-brand structure, switching between brands when needed to maintain workflow stability;
• Assist internal teams during high-load situations to balance queues, manage urgent cases, and maintain SLAs;
• Deliver accurate, client-focused communication while maintaining a professional VIP experience across all channels.

##### We need your professional experience:

• 6+ months of Customer Support experience, preferably within the iGaming industry;
• Experience with ticketing systems (Intercom, Zendesk, Freshdesk, etc.) is a plus;
• English level — Upper Intermediate (spoken and written);
• Ability to efficiently handle routine tasks and meet deadlines;
• Knowledge of Portuguese or Hindi will be considered a strong advantage.

##### We appreciate if you have those personal features:

• Think creatively and approach challenges with innovation;
• Show responsibility, empathy, and proactivity in problem-solving;
• Stay flexible and adapt to a fast-paced, multicultural environmen.

##### 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.