Growe Talents

• Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures; • Document and offer feedback according to the given standards of QA team; • Collaborate with the support team to establish best practices and set measurable performance goals; • Create, compile, and present regular reports on key customer support quality metrics; • Develop detailed reports on agent performance, customer feedback, and overall quality trends; • Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan; • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center; • Identify and participate in the design and improvements of the monitoring process; • Collaborate with other Customer Support professionals to improve overall customer service.

• Manage delivery flow in the payments area, from planning to release; • Coordinate work between development, QA, integration teams, and stakeholders; • Plan capacity, distribute tasks, and keep the delivery process moving; • Work with product changes, provider integrations, routing logic, and user payment flow; • Align priorities and adapt plans when business needs change; • Communicate project status, timelines, risks, and estimations clearly; • Support the delivery of complex technical projects where reliability and stable system work are important.

• Provide personalised, high-quality support to VIP customers across multiple brands; • Act as the main point of contact for assigned high-value clients; • Build and maintain strong, long-term relationships; • Work rotating shifts, including night shifts, weekends, and holidays, ensuring 24/7 availability; • Handle inquiries, issues, and escalations for different brands within the company; • Adapt communication style and service standards according to each brand’s guidelines; • Maintain deep knowledge of each brand’s products, services, and promotions; • Demonstrate flexibility with schedules and workload; • Meet KPIs related to response time, customer satisfaction, and retention.

• Manage and resolve customer inquiries through live chat and ticketing systems; • Deliver a premium customer experience specifically for the Spanish-speaking market; • Act as a bridge between customer needs and technical solutions; • Research and troubleshoot complex issues to provide definitive resolutions; • Collaborate with internal teams to identify trends and improve service workflows; • Maintain high-quality standards by adhering to internal support procedures; • Balance multiple priorities in a fast-paced, high-volume digital environment; • Utilize bilingual communication to document cases and assist global colleagues.

• Work with casino & payment risk alerts in real time; • Detect fraud and identify suspicious player behavior; • Analyze transactions, payment methods, and risk signals; • Resolve risk cases based on internal procedures; • Contribute to improving risk processes and operations; • Work in a rotating shift schedule (including evening and night shifts, 5/2 format); • Collaborate with Risk, Payments, and other teams.

• Work with high-risk and complex KYC cases independently; • Dive into KYC/AML activity, fraud prevention, and enhanced due diligence (EDD); • Analyze customer verification data (IDs, proof of address, payment methods) and identify inconsistencies or manipulation; • Influence risk processes and contribute to continuous improvements; • Work in a rotating 5/2 schedule (09:00 – 18:00, EET); • Collaborate with cross-functional teams (Risk, Compliance, Payments, Product).

• Design and optimize CRM strategies focused on retention, LTV, and user engagement; • Develop and maintain advanced segmentation frameworks and lifecycle logic; • Own gamification mechanics (e.g. missions, tournaments, wheels, challenges) from idea to implementation; • Configure and optimize loyalty programs and bonus systems aligned with business goals; • Analyze user behavior and CRM performance, providing actionable insights and hypotheses; • Contribute to promo planning with a focus on gamified and retention-driven mechanics.

• Write clean, readable code; • Execute both trivial and non-trivial initiatives; • Take ownership of the received initiative; • Coordinate cross-team interactions within the framework of task work.

• Oversee daily support operations, ensuring agent productivity, schedule adherence, and service continuity; • Monitor agent performance in real time, providing guidance, coaching, and constructive feedback; • Conduct regular team meetings to share updates, reinforce training, and align on performance goals; • Step in to manage ticket queues or customer interactions during emergencies or peak workload periods; • Handle escalated customer complaints and complex or sensitive issues, ensuring timely and effective resolution; • Review customer interactions (chats, tickets, and calls) to ensure compliance with quality standards, internal policies, and regulatory requirements; • Track and analyse key performance indicators (KPIs), including response times, resolution times, customer satisfaction, and agent efficiency; • Lead or actively participate in initiatives and projects aimed at improving support workflows, tools, and overall service quality; • Manage project timelines, priorities, and deliverables to ensure objectives are met; • Prepare and present reports on operational performance, project progress, and outcomes to senior management.

• Own the full product lifecycle, from discovery and ideation to delivery and continuous optimization; • Drive measurable growth by improving conversion, engagement, and user experience; • Make data-informed decisions through A/B testing and deep analytics; • Identify market opportunities and shape product strategy based on competitor insights; • Build impactful iGaming features that enhance player experience; • Collaborate across teams to deliver high-quality product outcomes; • Take full ownership of product initiatives and influence business results.