Customer Support Team Lead: Drive Excellence & Growth

Aristocrat Interactive; Lansing (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center in the iGaming and iLottery business unit. You will drive service excellence for players and foster a diverse, collaborative team environment dedicated to outstanding customer care.

You’ll monitor real-time queues, coach staff, resolve complex issues, ensure accurate documentation, and partner with other departments to maintain high satisfaction and operational integrity.

Qualifications

• Minimum 5 years in serving customers and 3+ years in managing a contact center or team.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with a positive attitude and professional demeanor.
• Attention to detail with accuracy in work.
• Independent judgment, discretion, and initiative.
• Strong typing/data entry skills with accuracy.
• Ability to thrive in a fast-paced, dynamic environment.
• Organized with excellent time-management skills.
• Maintain professional and technical knowledge.
• Experience coaching, mentoring, and motivating teams.
• Proven ability to produce detailed system issue reports.
• Ability to analyze and report contact center metrics.
• Ability to multitask, communicate effectively, and stay organized.
• Follow detailed protocols and meet team goals and targets.
• Perform with integrity and autonomy.
• Provide 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, and efficiency.
• Report system, customer, or operational issues impacting service quality.
• Maintain open lines of communication with all company areas for problem solving.
• Conduct weekly Quality Assurance for team members and mentor needed improvements.
• Collect, analyze, and report data daily, weekly, and ad hoc.
• Recommend procedural changes to increase efficiency.
• Perform other administrative duties and special projects as assigned by the Supervisor.

Responsibilities

• 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.
• Deal 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 guidelines.
• Coordinate processing of customer documents, cash outs, and other tasks for 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 and contribute to performance evaluations.
• Identify system and process gaps to drive improvements.

Skills

Customer service

Team management

Communication

Attention to detail

Time management

Coaching & mentoring

Decision making

Documentation

Process improvement

Education

High School Diploma

Some college preferred

Job description

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center in the iGaming and iLottery business unit. You will drive service excellence for players and foster a diverse, collaborative team environment dedicated to outstanding customer care.

You’ll monitor real-time queues, coach staff, resolve complex issues, ensure accurate documentation, and partner with other departments to maintain high satisfaction and operational integrity.