--- title: 'Customer Support Lead at GROWE' canonical: 'https://feeny.ai/job/customer-support-lead-growe-remote-hq6fgjnnpsfg' type: 'job' last_seen: '2026-09-09' --- # Customer Support Lead at GROWE - **Company:** GROWE - **Location:** Remote - **Work type:** remote - **Posted:** 2026-09-07 - **Last confirmed live:** 2026-09-09 - **Apply:** https://job-boards.eu.greenhouse.io/growe/jobs/4961056101 ## Job description Growe welcomes those who are excited to: - Lead and develop the Customer Support function within a fast-growing iGaming environment; - Scale a high-performing VIP Customer Support team aligned with the company’s growth and operational goals; - 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; - Analyse operational and customer data and turn insights into actionable improvements; - Work closely with QA and Training teams to continuously improve agent performance, knowledge and communication standards; - Identify opportunities for automation, self-service and process optimisation to improve efficiency and player experience; - Act as the voice of the customer by identifying recurring pain points and working with Product and Operations teams to address them; - Collaborate closely with CRM and Account Management/VIP teams. We need your professional experience: - 4+ years of experience in Customer Support or similar customer-facing roles; - 1+ year of experience in a Team Lead, Team Manager, or similar leadership position; - Strong analytical mindset and ability to use operational and customer data to drive improvements; - Experience working with customer support performance metrics such as CSAT, FRT, SLA, Quality, AHT, FCR and productivity; - Experience working with Product, Operations, CRM or Account Management/VIP teams will be a plus; - Experience in iGaming, with understanding of the player journey and industry-specific customer needs will be a plus; - Upper-Intermediate English level (written and spoken) for daily communication within an international team. We appreciate if you have those personal features: - Strong communication skills: communicate clearly and effectively with team members, provide constructive feedback, maintain high communication standards within the team and build strong relationships with cross-functional stakeholders; - Leadership and people-management mindset: motivate and support the team, create a positive working environment, develop team members and confidently manage performance and challenging situations; - Customer-oriented mindset: genuinely understand customer needs, stay focused on delivering a high-quality player experience and proactively identify opportunities to improve the customer journey; - Analytical and problem-solving mindset: identify the root causes of operational and customer-related issues, make data-driven decisions and turn insights into practical improvements for the team and Support function. 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. ## About GROWE ## Company Overview - **One-liner**: Growe is a leading business advisory and services group in iGaming and Entertainment, creating strategies and solutions that scale. - **Entity Type**: Private (Privately Held) — funding stage not publicly available - **Headquarters**: Warsaw, Poland - **Founded**: 2019 - **Founders**: Not publicly available ## Core Business - **Primary Industry**: iGaming and Entertainment (also classified as Strategic Management Services) - **Target Customers**: B2B – businesses in the iGaming and entertainment sectors seeking advisory, market entry, operational scaling, and technology services - **Mission/Purpose**: “Create strategies that work and solutions that scale” – helping clients navigate the fast-evolving industry, seize opportunities, enter new markets, and achieve sustainable growth ([growe.com](https://growe.com/)) ## Products & Services - **Business & Brand Strategy**: Market research, brand positioning, and go-to-market planning for iGaming operators and platforms. - **Marketing Solutions**: Performance marketing, user acquisition, and campaign optimization. - **IT Customization & Technology**: Bespoke software development, platform integration, and technical project management. - **Organizational Structuring & Talent Management**: Advisory on org design, leadership development, and talent acquisition/screening. - **Risk & Compliance**: AML, KYC, fraud detection, and payment operations management. - **Payments**: Payment method research, reconciliation, settlement, and provider relationship management. - **AI Transformation**: Dedicated Head of AI Transformation role driving AI adoption across products, engineering, and operations ([jobera.com](https://jobera.com/employer/growe/)). ## Market Standing - **Valuation**: Not disclosed - **Key Metric**: Headcount – reported as 442 employees (+2.8% YoY) on LinkedIn, but another source (Jobera) lists 750 employees. This discrepancy may reflect different counting methods or time ranges. Total funding not publicly available. - **Notable Investors/Partners**: Not publicly available - **Growth Signals**: - Operates across 41 countries (including Poland, Ukraine, Colombia, Spain, Tanzania, Armenia, Chile, Brazil, South Africa) - Active job postings: 6 (LinkedIn) / 18 (Jobera) – trending +200% monthly, +500% quarterly, but -68.4% yearly - Recent key hires include a Head of AI Transformation - Talent sources include EPAM Systems, Parimatch Tech, Ciklum, Betsson Group, and GR8_TECH - Alumni frequently move to VBET, PIN-UP GLOBAL, and other iGaming firms ## Competitive Advantages - **Deep iGaming Specialization**: Focused exclusively on the iGaming and entertainment verticals, providing end-to-end services from strategy to operations. - **Global Footprint**: Presence in 41 countries allows clients to enter regulated and emerging markets efficiently. - **Full-Service Model**: Combines advisory, technology, marketing, compliance, and talent management under one roof. - **Scalable Solutions**: Proven ability to help brands launch and scale internationally. ## Strategic Focus - **AI Transformation**: Actively building an AI strategy and roadmap to embed AI across products, engineering, and operations. The newly created Head of AI Transformation role signals a major push. - **Market Expansion**: Continued entry into new geographies (e.g., Latin America, Africa) leveraging local expertise. - **Talent Development**: Investment in Growe University, leadership programs (Let’s Grow), and internal LMS to upskill employees. ## Why Work Here - **Culture & Development**: Growe University offers structured learning, a Personal Development Plan, training budget, and conference attendance. Emphasis on continuous learning and “people first” approach. - **International Experience**: Opportunity to work across three continents with relocation packages, business trips, and a globally distributed team (82% remote roles, 18% on-site/hybrid). - **Compensation & Benefits**: Competitive salary, quarterly bonuses, annual reviews, benefits cafeteria, healthcare, sport clubs, and tech/legal/accounting support. - **Work Environment**: Open communication, team-building events, hiking, and a strong sense of community. Many roles are fully remote (“Anywhere, Worldwide”). - **Growth Opportunities**: Grading system for career progression, ambassadorship programs, and cross-functional projects. ## Sources 1. [growe.com](https://growe.com/) 2. [growe.com/career](https://growe.com/career) 3. [linkedin.com/company/groweteam](https://www.linkedin.com/company/groweteam) 4. [jobera.com/employer/growe/](https://jobera.com/employer/growe/) 5. [growe.com/university](https://growe.com/university) ## Other roles at GROWE - [Payment Product Manager](https://feeny.ai/job/payment-product-manager-growe-remote-re7fz4mphfef) - [Payment Operations Manager](https://feeny.ai/job/payment-operations-manager-growe-remote-5t2ysttfjw65) - [Payments Account Manager](https://feeny.ai/job/payments-account-manager-growe-europe-ccn3azr5qxcf) — Europe - [VIP Customer Support](https://feeny.ai/job/vip-customer-support-growe-sao-paulo-q81zs511wht5) — São Paulo, Brazil - [Junior Risk Manager](https://feeny.ai/job/junior-risk-manager-growe-europe-k3kmrteczjt3) — Europe - [Middle Data Analyst](https://feeny.ai/job/middle-data-analyst-growe-remote-dep3q23eb4yy) - [Access Engineer & IAM Auditor](https://feeny.ai/job/access-engineer-iam-auditor-growe-remote-x270c4hk96mn) - [Middle Manual QA Engineer](https://feeny.ai/job/middle-manual-qa-engineer-growe-europe-hyt35awqpnjg) — Europe - [VIP Account Manager](https://feeny.ai/job/vip-account-manager-growe-colombia-q7esx276k272) — Colombia - [Junior Sport Risk Manager](https://feeny.ai/job/junior-sport-risk-manager-growe-remote-60gg2kmrsp4k)