Customer Support Team Lead - Real-Time Coach & QA (iGaming)

Aristocrat Interactive; 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 unit. You will oversee daily operations, coach staff, and ensure compliant, high-quality customer service for players, while collaborating with other departments to resolve complex issues and improve processes.

The role emphasizes leadership, training, and performance management to drive customer happiness and operational excellence in a fast-paced environment.

Qualifications

• Requires 5+ years of customer-facing experience.

Responsibilities

• Monitor and manage real-time queues to align staff with service level targets.
• Support team members with advanced calls and technical issues.
• Document customer interactions accurately and follow guidelines.
• Coordinate processing of customer documents and cash outs for compliance.
• Provide training and conduct performance evaluations.
• Motivate and engage staff to meet goals.
• Provide direction in the absence of the Supervisor.

Skills

Customer support leadership

Call center management

Coaching & mentoring

Communication skills

Education

High School Diploma or equivalent

Some college

Job description

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center in the iGaming and iLottery unit. You will oversee daily operations, coach staff, and ensure compliant, high-quality customer service for players, while collaborating with other departments to resolve complex issues and improve processes.

The role emphasizes leadership, training, and performance management to drive customer happiness and operational excellence in a fast-paced environment.