Customer Support Team Lead

Aristocrat Gaming; Town of Lansing (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center in the iGaming and iLottery unit. You will monitor real-time queues, mentor agents, and coordinate cross‑department collaboration to deliver a seamless customer experience.

The ideal candidate has 5+ years in customer service with 3+ years in leading a contact center, excellent communication, and a proactive, detail‑oriented approach. This role is based in New York.

Qualifications

• High School Diploma or equivalent required; some college preferred.
• Minimum age 21.
• 5+ years in customer service with 3+ years leading a contact center.
• Excellent written and verbal communication.

Responsibilities

• Monitor and manage real-time queues to align staff with service targets.
• Mentor team members, deliver training, and participate in performance evaluations.
• Resolve customer issues promptly and coordinate with other departments for seamless support.
• Document all interactions accurately and adhere to guidelines.
• Oversee hiring, termination, and compensation decisions for team members.
• Identify gaps in systems/processes and drive improvements.

Skills

Real-time queue management

Coaching and mentoring

Customer service excellence

Communication skills

Documentation and compliance

Data analysis and reporting

Education

High School Diploma or equivalent

Job description

Aristocrat Interactive is looking for a Customer Support Team Lead to lead our Contact Center team in the iGaming and iLottery business unit. This position plays a crucial role in providing seamless support for our players and upholding top-tier service standards. Your guidance will significantly influence our goal of bringing happiness to life through the power of play by encouraging a diverse and cooperative atmosphere. If you are driven and dedicated, this is an outstanding chance to become part of a team that prioritizes innovation and outstanding customer service!

What You’ll Do

• Monitor and manage real-time queues, ensuring staff availability aligns with service level targets.

• Support team members with advanced calls, client issues, and technology problems.

• Dealt with customer issues promptly and effectively.

• Collaborate with other departments to resolve complex issues for a seamless customer experience.

• Ensure accurate documentation of all customer interactions and adhere to organizational guidelines.

• Coordinate the processing of customer documents, cash outs, and other tasks to ensure compliance and accuracy.

• Motivate and engage staff to meet individual and team goals.

• Provide management direction in the absence of the Player Support Supervisor.

• Deliver training to team members, contribute to performance evaluations, and recommend disciplinary actions.

• Foster a team environment that promotes growth and a desire to help others.

• Identify system and process gaps to drive improvements.

What We’re Looking For

• High School Diploma or equivalent experience required, with some college preferred.

• Minimum age of 21 years.

• More than 5 years of experience in serving customers and over 3 years in managing a contact center or team for customer support.

• Excellent written and verbal communication skills.

• Strong interpersonal skills with a positive attitude and professional demeanor.

• Demonstrated accuracy with consistent attention to detail.

• Independent judgment, discretion, and initiative.

• Strong grammatical and typing/data entry skills with an emphasis on accuracy.

• Ability to thrive in a fast-paced, dynamic work environment.

• Organized with excellent time-management skills.

• Maintain professional and technical knowledge.

• Proficient in resolving customer complaints and blocking issues.

• Experience in coaching, mentoring, and motivating teams to achieve goals.

• Proven ability to produce detailed system issue reports.

• Skill in analyzing and reporting essential contact center metrics.

• Ability to multitask, communicate effectively, and remain organized.

• Ability to follow detailed protocols and meet team goals and targets.

• Perform the role with complete integrity and autonomy.

• Provide constructive mentoring feedback focusing on skills development.

• Oversight for hiring, termination, and compensation of team members.

• Help achieve monthly Contact Center performance objectives for customer happiness, quality, efficiency, and important metrics.

• Report system, customer, or operational issues impacting service quality.

• Maintain open lines of communication with all company areas to facilitate problem-solving.

• Conduct weekly Quality Assurance for team members and mentor staff on needed improvements.

• Collect, analyze, and report data on a daily, weekly, and ad hoc basis.

• Make recommendations for procedural changes to increase efficiency.

• Perform other administrative duties and special projects as assigned by the Supervisor.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.