Customer Service Manager- Technical Support

Caesars Entertainment; Las Vegas (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

Caesars Entertainment is seeking a CS Manager, Technical Support within the Customer Operations Optimization team to own the Service Cloud Platform for Caesars Digital. You will ensure the day-to-day health of the solution, managing permissions, workflow configuration, and complex integrations that empower customer service agents to deliver world-class support.

This role transforms customer service data into actionable insights while ensuring the technology that supports those insights remains

Responsibilities

• Own and maintain the Service Cloud Platform for Caesars Digital, including user permissions, workflow configuration, and complex integrations.
• Coordinate with internal stakeholders and external vendors, manage configurations, and track IT support requests.
• Develop and maintain process documentation, identify opportunities to improve system functionality and user experience.

Job description

At Caesars Entertainment, exceptional customer experiences start with operational excellence.Asa CS Manager,Technical Supportwithin the Customer Operations Optimization team, you will be the primary owner of theService CloudPlatform for Caesars Digital. You will ensure the day-to-day health of the solution, managing everything from user permissions and workflow configuration to complex integrations that empower our customer service agents to deliver world-class support.

This roleis responsible fortransforming customer service data into actionable insights while ensuring the technology that supports those insightsremainsreliable, scalable, and aligned with business needs.

Serving as the primary liaison between internal stakeholders and external software vendors, the role manages vendor relationships, oversees system configurations, coordinates and tracks IT support requests, and helps troubleshoot technical and operational issues. TheCS Manager,Technical Supportalso develops andmaintainsprocess documentation, ensures best practices are followed, andidentifiesopportunities to improve system functionality, workflows, and the overall user experience. The ideal candidate combines technicalexpertise, strong organizational skills, and a passion for enabling outstanding customer service through technology.