Customer Support Supervisor

4 Months ago • All levels • Operations

Job Summary

Job Description

Growe seeks a Customer Support Supervisor in Chile to oversee daily operations, ensuring agent productivity and adherence to schedules. Responsibilities include providing real-time agent support, leading team meetings, addressing escalated customer issues, monitoring interactions for quality, tracking performance metrics, collaborating on projects to improve support, managing project timelines, and reporting to senior management. The ideal candidate will have proven leadership experience in the gambling or customer support industry, strong team management skills, proficiency in support tools, analytical abilities, and knowledge of industry regulations. Excellent communication, problem-solving, and organizational skills are essential for success in this fast-paced environment.
Must have:
  • Leadership experience in gambling or customer support
  • Strong team management skills
  • Proficiency in customer support tools
  • Analytical skills for data-driven planning
  • Knowledge of industry regulations

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 or customer support industry;

  • 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;

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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