VIP Customer Support at GROWE (São Paulo, Brazil)

GROWE· São Paulo, Brazil·9h ago

Job description

Growe welcomes those who are excited to:

- Analyze chats and emails handled by VIP Customer Support Agents and VIP Account Managers;

- Provide personalized, high-quality support to VIP customers;

- Be the main point of contact for assigned high-value clients;

- Build and maintain strong, long-term relationships with clients;

- Handle inquiries, issues, and escalations across different brands within the company;

- Adapt communication style and service standards according to each brand’s guidelines;

- Maintain in-depth knowledge of each brand’s products, services, and promotions;

- Work flexible schedules and adapt to changing workloads;

- Meet KPIs related to response time, customer satisfaction, and retention;

- Provide 24/7 VIP support, including night shifts.

We need your professional experience:

- Previous experience in customer support will be a strong advantage;

- Experience in the gambling industry will be a major plus;

- Experience working with VIP customers or high-value clients will be an advantage.

We appreciate if you have those personal features:

- Active and proactive;

- Communicative and people-oriented;

- Flexible and adaptable to change;

- Open-minded and ready for new challenges.

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.

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.

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

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)

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).

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

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.

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.

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