Customer Support Team Lead: Coach, Optimize & Drive Happiness

Aristocrat; East Lansing (MI); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Retirement plans

Insurance coverage

Wellbeing benefits

Bonus/incentives

Job summary

Aristocrat Interactive in East Lansing, MI is seeking a Customer Support Team Lead to guide our Contact Center and ensure exceptional player service. You will manage real-time queues, coach staff, and collaborate across departments to resolve issues and improve processes.

Ideal candidates have 5+ years in customer service and 3+ years in a leadership role, strong communication, and a disciplined approach to documentation, metrics, and quality assurance.

Qualifications

• High School Diploma or equivalent and some college preferred.
• Minimum age 21 years.
• 5+ years in customer service and 3+ years in managing a contact center.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and professional demeanor.
• Attention to detail and accuracy in documentation.
• Independent judgment, discretion, and initiative.
• Ability to thrive in a fast-paced environment.
• Organized with good time management.
• Experience coaching and mentoring teams to achieve goals.
• Proven ability to produce detailed system issue reports.
• Ability to analyze and report contact center metrics.
• Multitask, communicate effectively, stay organized.
• Follow detailed protocols and meet team goals.
• Maintain integrity and autonomy in role.

Responsibilities

• Monitor and manage real-time queues to meet service levels.
• Support team with advanced calls, client issues, and tech problems.
• Address customer issues promptly and effectively.
• Collaborate with other departments for seamless experiences.
• Document all interactions and adhere to guidelines.
• Coordinate processing of documents, cash outs, and tasks for compliance.
• Motivate and engage staff to meet goals.
• Provide direction in supervisor's absence.
• Deliver training, contribute to performance reviews, and mentor staff.
• Foster a growth-oriented team environment.
• Identify system gaps to drive improvements.

Skills

Team leadership

Coaching

Mentoring

Customer service

Communication skills

Documentation

Data analysis

Time management

Problem solving

Education

High School Diploma or equivalent

Some college preferred

Job description

Aristocrat Interactive in East Lansing, MI is seeking a Customer Support Team Lead to guide our Contact Center and ensure exceptional player service. You will manage real-time queues, coach staff, and collaborate across departments to resolve issues and improve processes.

Ideal candidates have 5+ years in customer service and 3+ years in a leadership role, strong communication, and a disciplined approach to documentation, metrics, and quality assurance.