Customer Support Representative at GROWE

📍 Job Overview

Job Title: Customer Support Representative
Company: Growe
Location: Warsaw, Mazowieckie, Poland
Job Type: On-site
Category: Customer Support
Date Posted: June 19, 2025
Experience Level: 0-2 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role involves handling customer inquiries and troubleshooting technical issues, requiring strong communication skills and a solid understanding of the company's products and services.
Act as the first point of contact for customers, addressing their queries and concerns via live chat, email, or phone.
Troubleshoot technical issues related to the platform, such as login problems, website errors, or software glitches.
Assist customers with account-related tasks, including registration and updating account information.
Explain the rules of various games and how betting works to customers.
Report and escalate issues related to game errors or malfunctions to the relevant technical or support teams.
Clarify questions related to betting odds, how bets are settled, and how winnings are calculated.
Assist with issues related to deposits, withdrawals, and other payments.
Ensure customers comply with regulatory requirements, such as age verification, responsible gambling limits, and local gambling laws.
Assist customers in setting limits for deposits, bets, or losses and provide resources for responsible gambling.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a proactive approach to problem-solving and excellent communication skills to effectively address customer inquiries and resolve technical issues.
Handle customer queries and complaints via live chat, email, or phone, providing prompt and accurate solutions.
Troubleshoot technical issues by diagnosing and resolving problems, or escalating them to the appropriate technical team.
Collaborate with various teams, such as technical support and game development, to ensure customer issues are resolved efficiently.
Maintain customer confidentiality and adhere to data protection regulations.
Contribute to the improvement of customer support processes and procedures by providing feedback and suggestions.
📝 Enhancement Note: This role may also involve upselling products or services to customers, requiring knowledge of sales principles and methods.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant customer service or call center experience is preferred.

Experience: At least 1 year of experience in customer support or a call center environment.

Required Skills:

Excellent verbal and written communication skills in English (Intermediate level or higher)
Strong problem-solving skills and attention to detail
Knowledge of customer service principles and standard practices and procedures
Ability to maintain customer confidentiality
📝 Enhancement Note: Familiarity with betting rules, odds, and how bets are settled is desirable but not required, as training will be provided.

Preferred Skills:

Knowledge of sales principles and methods
Experience with customer relationship management (CRM) software
Familiarity with responsible gambling practices and regulations

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this is a customer support role, a portfolio is not typically required. However, demonstrating strong communication skills and problem-solving abilities through relevant examples or case studies can be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. According to Glassdoor, the average salary for a Customer Support Representative in Warsaw, Poland, is around 4,000 PLN (Polish Złoty) per month. This estimate is based on market data and may vary depending on the company and the candidate's experience level.

Benefits:

A dynamic and international work environment
The opportunity to work with a diverse and talented team
Competitive salary and benefits package
📝 Enhancement Note: Additional benefits may include health insurance, retirement plans, and employee discounts, depending on the company's benefits policy.

Working Hours: Full-time position, with a standard workweek of 40 hours. The working hours may vary depending on the company's operating hours and customer support needs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Growe operates in the online gaming and betting industry, offering sports betting, casino games, and other gaming services.

Company Size: Growe is a growing company with a team of over 100 employees, providing a dynamic and international work environment.

Founded: Growe was founded in 2018, with a mission to create an innovative and engaging gaming experience for its customers.

Team Structure:

A customer support team responsible for handling customer inquiries and troubleshooting technical issues.
A technical support team focused on resolving platform-related problems and maintaining the website's functionality.
A game development team dedicated to creating and updating the company's gaming offerings.
A marketing team tasked with promoting the company's products and services and engaging with customers.
📝 Enhancement Note: The customer support team works closely with other departments to ensure customer issues are resolved efficiently and that customer feedback is incorporated into product development and improvement.

Development Methodology:

Agile methodologies, with a focus on continuous improvement and customer satisfaction.
Regular team meetings and collaboration to address customer issues and identify areas for improvement.
📝 Enhancement Note: As this is a customer support role, the development methodology primarily involves addressing customer inquiries and troubleshooting technical issues, rather than software development or project management.

Company Website: https://growe.com/

📈 Career & Growth Analysis

Web Technology Career Level: This role is entry-level to mid-level, focusing on customer support and troubleshooting technical issues. It provides an opportunity to develop strong communication skills and gain experience in a customer-facing role.

Reporting Structure: The Customer Support Representative reports directly to the Customer Support Manager or Team Lead.

Technical Impact: This role has a direct impact on customer satisfaction and the company's reputation. By effectively handling customer inquiries and resolving technical issues, the Customer Support Representative contributes to the overall success of the company.

Growth Opportunities:

📝 Enhancement Note: Growth opportunities in this role may include promotions to team lead or manager positions, as well as opportunities to specialize in specific areas, such as VIP customer support or technical support.

🌐 Work Environment

Office Type: Growe's office is a modern and collaborative workspace, with an open-plan layout that encourages team interaction and communication.

Office Location(s): Warsaw, Mazowieckie, Poland

Workspace Context:

A dynamic and international team environment, with colleagues from various backgrounds and nationalities.
Modern office equipment, including computers, headsets, and other tools necessary for effective customer support.
📝 Enhancement Note: The office may also include recreational areas, such as a game room or lounge, to encourage team-building and relaxation.

Work Schedule: The work schedule may vary depending on the company's operating hours and customer support needs. It is likely to include shifts during evenings, weekends, and holidays to provide continuous customer support.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process for this role may include an initial phone or video screening to assess communication skills and cultural fit.
A face-to-face or video interview with the Customer Support Manager or Team Lead to discuss the candidate's experience, skills, and motivations.
A practical exercise or case study to evaluate the candidate's problem-solving skills and ability to handle customer inquiries.
📝 Enhancement Note: A final interview with the hiring manager or a panel of team members to discuss the candidate's fit with the company culture and team dynamics.

Portfolio Review Tips:

As this is a customer support role, a portfolio is not typically required. However, demonstrating strong communication skills and problem-solving abilities through relevant examples or case studies can be beneficial.

Technical Challenge Preparation:

Familiarize yourself with the company's products and services, as well as common customer inquiries and technical issues.
Brush up on your communication skills and problem-solving abilities, as these are the primary requirements for this role.
📝 Enhancement Note: Research the company's values and culture to ensure a good fit and demonstrate your enthusiasm for the role during the interview.

ATS Keywords: Customer Support, Technical Troubleshooting, Communication Skills, Attention to Detail, Problem-Solving, Account Management, Regulatory Compliance, Responsible Gambling, Game Rules Explanation, Payment Assistance, Live Chat Support, Email Support, Phone Support, Sales Principles, Confidentiality Maintenance

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this is a customer support role, the technology stack and web infrastructure are not the primary focus. However, familiarity with the following tools and platforms can be beneficial:

Customer relationship management (CRM) software, such as Zendesk or Freshdesk
Ticketing systems, such as Jira Service Management or Freshservice
Communication tools, such as Slack or Microsoft Teams
📝 Enhancement Note: Familiarity with betting rules, odds, and how bets are settled is desirable but not required, as training will be provided.

👥 Team Culture & Values

Web Development Values:

📝 Enhancement Note: Although this is not a web development role, the company's values are relevant to all employees, including Customer Support Representatives. These values may include:
- Customer focus: Putting the customer first and ensuring their satisfaction.
- Integrity: Acting with honesty and transparency in all interactions.
- Collaboration: Working together as a team to achieve common goals.
- Innovation: Continuously seeking new and better ways to improve the customer experience.
- Excellence: Striving for the highest standards in all aspects of the business.

Collaboration Style:

A collaborative and supportive team environment, with a focus on open communication and knowledge sharing.
Regular team meetings and training sessions to address customer issues, share best practices, and improve customer support processes.
📝 Enhancement Note: The team may also include recreational activities and social events to encourage team-building and camaraderie.

⚡ Challenges & Growth Opportunities

Technical Challenges:

📝 Enhancement Note: As this is a customer support role, technical challenges are primarily related to troubleshooting platform-related issues and resolving customer inquiries. These challenges may include:
- Identifying and diagnosing technical issues related to the platform, such as login problems, website errors, or software glitches.
- Escalating complex issues to the appropriate technical team for resolution.
- Staying up-to-date with the latest products, services, and technical developments to provide accurate and timely customer support.

Learning & Development Opportunities:

📝 Enhancement Note: Learning and development opportunities in this role may include:
- On-the-job training and mentoring to improve communication skills and problem-solving abilities.
- Formal training programs and workshops to enhance customer support skills and knowledge.
- Opportunities to specialize in specific areas, such as VIP customer support or technical support.
- 📝 Enhancement Note: As the company grows and expands its offerings, there may be opportunities for career progression and advancement within the customer support team or other departments.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: Technical questions in this role are primarily focused on customer support and troubleshooting technical issues. These questions may include:
- How would you handle a customer who is upset about a technical issue with the platform?
- Can you walk me through the process of troubleshooting a login problem?
- How would you explain the rules of a particular game to a customer?
- 📝 Enhancement Note: The interview may also include behavioral questions to assess the candidate's communication skills, problem-solving abilities, and cultural fit.

Company & Culture Questions:

📝 Enhancement Note: Company and culture questions in this role are designed to assess the candidate's fit with the company's values and work environment. These questions may include:
- How do you handle difficult or upset customers?
- Can you describe a time when you went above and beyond to help a customer?
- How do you stay up-to-date with the latest products, services, and technical developments?
- 📝 Enhancement Note: The interview may also include questions about the candidate's availability, flexibility, and willingness to work shifts during evenings, weekends, and holidays.

Portfolio Presentation Strategy:

📝 Enhancement Note: As this is a customer support role, a portfolio is not typically required. However, demonstrating strong communication skills and problem-solving abilities through relevant examples or case studies can be beneficial.

📌 Application Steps

To apply for this Customer Support Representative position:

Submit your application through the application link provided in the job listing.
Customize your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for the role.
Prepare for the interview by familiarizing yourself with the company's products, services, and values, as well as common customer inquiries and technical issues.
📝 Enhancement Note: Research the company's values and culture to ensure a good fit and demonstrate your enthusiasm for the role during the interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Representative