VIP Customer Support Analyst - Remote

Overview

Growe is a leading business advisory and services group in iGaming and Entertainment. We are creators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, we help businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

In Short

• Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers.
• Identify mistakes and areas of improvement while checking the Chats/Emails/Calls.
• Provide detailed feedback on the VIP CS/AM Agents' performance.
• Express your point of view clearly to those you evaluate.
• Cooperate with the VIP Trainer to create Performance Improvement Plans.
• Work with VIP CS and VIP AM teams to ensure process adherence.
• Inform Management about urgent cases.
• Share ideas for improving communication processes with VIP users.
• Perform tasks that involve creativity despite being repetitive.

Requirements

• Advanced level of English.
• At least 2 years of experience in Customer Support/Account Management.
• Experience with customer communications tools (ideally, Intercom and Unitalk).
• Experience in Gambling/Betting and/or advanced level of sports knowledge.
• Experience collaborating with multinational teams for process optimization.

Benefits

• Medical insurance and financial assistance.
• Benefit Cafeteria (compensation for gym/stomatology/psychological services, etc.).
• 100% paid sick leaves.
• Paid vacation.
• Annual salary review based on performance.
• OKR-based bonus system.
• Individual annual training budget for conferences, training sessions, etc.
• Growe University (Leadership Programs, Knowledge sharing, Webinars, etc.).
• Personal development plan.
• Corporate events and team-building activities.
• Growe Care (Well-being Program).
• Free lunches at the office.