Supervisor - Customer Service

Hard Rock Digital; Toronto; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Employee discounts

Startup culture

Brand reputation

Job summary

Hard Rock Digital is seeking a Customer Service Supervisor to lead a team delivering betting and account support across live chat, email, social media, and voice channels. You will coach staff, monitor KPIs, and drive improvements while ensuring compliance with regulatory requirements and responsible gambling policies.

You will report to Customer Service Managers, provide coaching and development, and coordinate reporting to optimize performance, customer experience, and timely issue resolution.

Qualifications

• Experience managing a team of customer service hosts in a fast-paced environment.
• Ability to coach, mentor, lead and motivate others to meet high performance standards.
• Excellent leadership and managerial skills; lead by example.
• Strong verbal and written communication; problem solver improving policy, process and tools.
• Must manage time and priorities effectively.
• Demonstrated decision‑making, critical thinking and problem solving.
• Strategy development, execution, performance management and measurements.
• Team player and cross-level collaboration across teams.
• Availability to work flexible hours.
• 2–4 years of leadership experience.

Responsibilities

• Deliver the KPIs of the immediate team including quality, productivity, and compliance.
• Supervise team members; identify development needs and coaching opportunities.
• Prepare weekly and monthly performance reports.
• Provide regular coaching to enhance performance.
• Ensure adherence to policies and procedures for compliance.
• Disseminate processes and business updates to the team as needed.
• Drive performance through team activities and contests.
• Monitor real-time productivity and handle escalations.
• Identify opportunities to update procedures and operations.
• Collaborate with Management/Training to identify training needs.
• Perform other related duties as assigned.

Skills

Team leadership

Coaching & mentoring

Communication skills

Decision making

Time management

Problem solving

Strategic thinking

Team collaboration

Adaptability

Education

AA / AS degree or equivalent

Tools

MS Office

Job description

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

Our Customer Service Supervisor will report to the Customer Service Managers and will be responsible for the performance and quality of service provided by a team of specialist who provide betting and account related support to our players via multiple channels including Live chat, email, social media, and voice. Reporting on adherence to goals and objectives, completing coaching, feedback, observations, and regular development meetings setting SMART objectives. You will collaborate with others to analyze, understand, and raise individual and customer wide issues while providing escalation support to your team. You will ensure your team complies with its responsible gambling and regulatory requirements and strives to deliver best-in‑class service.

• Responsible for the delivery of the KPIs of the immediate team, including quality, productivity, and compliance parameters.
• Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.
• Prepares weekly & monthly reports summarizing the assigned customer service teams performance.
• Delivers regular and timely coaching and feedback to the team members to enhance performance.
• Responsible for the enforcement of organizational policies and procedures to ensure compliance.
• Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs.
• Drive performance with team by conducting team activities/contests.
• Real time monitoring to assist in productivity by monitoring long calls, long hold times, completion of callback requests, and aux code.
• Identifies opportunities to update or improve customer service procedures and makes recommendations.
• Resolves problems by identifying and selecting solutions and applying technical experience and precedents.
• Engage with Management/Training to identify areas of opportunity to develop additional training.
• Performs other related duties as assigned.

What are we looking for?

You will have experience managing a team of customer service hosts ideally in the online sportsbook or casino environment.

• As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.
• Ability to coach, mentor, lead and motivate others to meet high performance standards and expectations.
• Excellent leadership and managerial skills that reflect the philosophy of "lead by example."
• Strong verbal and written communication, be a problem solver who looks for opportunities to enhance policy, process, and tools.
• Must manage time and priorities effectively by completing tasks in a timely manner.
• Demonstrated decision‑making, critical thinking, problem‑solving abilities.
• Strategy development, execution, performance management, and measurements
• Must be a Team Player. "Team" has various levels (team, area, site, Business Unit) and we need to be able to support and understand most of them.
• You will be able to support the recruitment, training and development of a team and nurture an environment where they can excel through encouragement, development, and empowerment.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• You have proven experience of operating in a fast paced, changing, and real time environment.
• Intermediate MS Office outlook, Excel, PowerPoint.
• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.
• Availability to work flexible hours.
• AA /AS degree or equivalent experience preferred.
• 2-4 years of leadership experience.

*At Hard Rock digitals’ discretion this position may be work from home and adjusted back to “in office” at any time

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Employee Discounts
• Start‑up culture backed by a secure, globally recognized brand.
• Opportunity to drive a best-in‑class customer experience for the Hard Rock Digital community

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).