Race & Sports Guest Support Lead

Durango Casino & Resort; Las Vegas (NV); On-site; USD 55,000 - 85,000; Full time

Job summary

Durango Casino & Resort in Las Vegas, NV seeks a Race and Sports Guest Service Supervisor to lead the R&S Guest Support Agents, ensuring timely, accurate, and service‑oriented resolutions across chat, email, and phone.

You will coach, set performance metrics, review daily/weekly/monthly reports, forecast staffing for peak events, and ensure compliance with KYC/ID, geolocation, Responsible Gaming, and AML procedures.

Qualifications

• Minimum two years of Guest service or contact center experience, including handling escalated issues.
• Prior supervisory or team-lead experience in a guest service, call center, or gaming environment preferred.
• Working knowledge of sports, racing, and sports wagering concepts is required.
• Ability to analyze performance data and reporting and identify trends for process improvements.

Responsibilities

• Supervise and mentor a team of R&S Support Agents across chat, email, phone, and web channels.
• Monitor queues to ensure staffing coverage and adherence to response and resolution time targets.
• Escalate complex issues and coordinate with bookmaking, payments, and compliance teams for timely resolution.
• Produce and distribute daily/weekly/monthly reports and analyze trends to drive improvements.
• Maintain knowledge base and SOPs; train onboarding and ongoing staff.
• Create staff schedules to cover peak event periods and approve time-keeping.

Skills

Supervisory experience

Guest service excellence

Communication skills

Data analysis

Tools

Microsoft Office

Job description

Durango Casino & Resort in Las Vegas, NV seeks a Race and Sports Guest Service Supervisor to lead the R&S Guest Support Agents, ensuring timely, accurate, and service‑oriented resolutions across chat, email, and phone.

You will coach, set performance metrics, review daily/weekly/monthly reports, forecast staffing for peak events, and ensure compliance with KYC/ID, geolocation, Responsible Gaming, and AML procedures.