Customer Support Team Lead – iGaming & Player Experience

Aristocrat; Lansing (MI); On-site; USD 60,000 - 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 supervise real-time queues, coach staff, and ensure high-quality customer experiences for players worldwide.

You will monitor performance, coordinate with other departments, deliver training, and drive process improvements while maintaining rigorous documentation and compliance standards.

Qualifications

• Minimum age 21 years or older.
• 5+ years in serving customers and 3+ years in managing a contact center.
• Excellent written and verbal communication skills.
• Ability to lead, mentor, and motivate teams.
• Strong data entry and typing accuracy.
• Independent judgment and discretion.
• Ability to thrive in a fast-paced, dynamic environment.
• Maintain professional and technical knowledge.

Responsibilities

• Monitor real-time queues and ensure staff availability aligns with service targets.
• Support team with advanced calls, client issues, and technology problems.
• Promptly resolve customer issues and maintain high service standards.
• Collaborate with other departments to resolve complex issues for a seamless experience.
• Document all customer interactions accurately and in line with guidelines.
• Coordinate processing of customer documents, cash outs, and related tasks for accuracy and compliance.
• Motivate and engage staff to meet individual and team goals.
• Provide leadership in the absence of the Supervisor and deliver staff training.
• Mentor staff, conduct performance evaluations, and recommend actions as needed.
• Foster a growth-oriented team environment and drive continuous improvement.
• Identify system and process gaps to drive improvements.

Skills

Leadership

Communication

Coaching

Time management

Attention to detail

Problem solving

Education

High School Diploma or some college

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 supervise real-time queues, coach staff, and ensure high-quality customer experiences for players worldwide.

You will monitor performance, coordinate with other departments, deliver training, and drive process improvements while maintaining rigorous documentation and compliance standards.