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Customer Support Lead (Growe)
Growe
Full-time
Remote Full-time Posted Sep 20, 2026
About this role
Job title: Customer Support Lead (Growe)
What You'll Do
- Lead and develop the Customer Support function, scaling a high-performing VIP team. Define and drive key performance metrics, including CSAT, FRT, SLA, Quality, AHT, FCR, and productivity. Maintain a consistently high standard of communication and service quality across all customer interactions. Establish clear processes, workflows, and escalation standards to ensure efficient and scalable Support operations. Analyze operational and customer data and turn insights into actionable improvements. Collaborate with QA and Training teams to continuously improve agent performance, knowledge, and communication standards. Drive innovation: identify opportunities for automation, self-service, and process optimisation to improve efficiency and player experience.
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