Lead, Customer Support — iGaming & iLottery

Aristocrat; East Lansing (MI); On-site; USD 65,000 - 85,000; Full time

Job summary

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center team in the iGaming and iLottery unit. You will drive exceptional customer service and ensure processes meet quality targets.

You will monitor queues, coach staff, and collaborate with other departments to resolve complex issues while maintaining accurate documentation and reporting. A dynamic, fast-paced environment awaits.

Qualifications

• High School Diploma or equivalent, some college preferred.
• Age 21 or older.
• 5+ years in customer service and 3+ years in managing a contact center or team.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with a professional demeanor.
• Demonstrated accuracy with attention to detail.
• Ability to thrive in a fast-paced environment.
• Experience in coaching, mentoring and motivating teams to achieve goals.
• Ability to analyse and report contact centre metrics.

Responsibilities

• Monitor and manage real-time queues to meet service level targets.
• Support team members with advanced calls, client issues, and technology problems.
• 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 and other tasks to ensure compliance and accuracy.
• Motivate and engage staff to meet individual and team goals.
• Provide training and conduct performance evaluations; recommend actions.
• Oversee hiring, termination and compensation of team members.
• Identify system and process gaps to drive improvements.

Skills

Customer service leadership

Communication

Coaching & mentoring

Team management

Process improvement

Documentation accuracy

Data analysis

Problem solving

Education

High School Diploma or equivalent

Some college preferred

Tools

CRM systems

Contact center software

MS Office

Job description

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center team in the iGaming and iLottery unit. You will drive exceptional customer service and ensure processes meet quality targets.

You will monitor queues, coach staff, and collaborate with other departments to resolve complex issues while maintaining accurate documentation and reporting. A dynamic, fast-paced environment awaits.