Race & Sportsbook Guest Support Lead

Station Casinos LLC.

Las Vegas (NV)

On-site

USD 70,000 - 90,000

Full time

14 days+

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Job summary

Station Casinos in Las Vegas is hiring a Race & Sports Book Guest Support Supervisor to lead a team of guest support agents across chat, email, and phone channels. You will coach staff, manage real-time queues, and escalate issues to fast-track resolution while ensuring service levels.

You will compile and analyze daily, weekly, and monthly reporting to identify trends and opportunities for staffing, quality, and process improvements, maintaining knowledge of sports wagering operations and

Qualifications

Strong communication and coaching skills for a guest service team.
Minimum 2 years in supervisory or team-lead roles in a contact center or gaming environment.
Solid knowledge of sports, racing, and wagering markets and bet types.
Ability to analyze performance data to identify trends and drive improvements.
Proficiency with Microsoft PC applications and sportsbook/ticketing platforms.

Responsibilities

Supervise and mentor R&S Support Agents; monitor real-time queues across channels to ensure coverage.
Escalate complex or sensitive player issues and coordinate with bookmaking, payments, and compliance teams.
Review and improve daily/weekly/monthly performance metrics and reporting for management.
Maintain SLA adherence and provide regular coaching and feedback to agents.
Develop staff schedules to cover peak events, nights, weekends, and holidays.
Create knowledge base articles and SOPs; support onboarding and training on sportsbook systems.