Remote iGaming Customer Service Manager

hardrockdigital; Atlantic City (NJ); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote working

Startup culture backed by a secure, 
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Job summary

Hard Rock Digital is building a world-class customer experience organization. The successful candidate will report to the Director of Customer Experience, build a team from the ground up hiring and scaling Supervisors and Rep level positions, and drive coaching to promote career development while maintaining service KPI’s and customer satisfaction.

You will lead a team of 2-4 call center supervisors, manage metrics and quality assurance, collaborate with quality assurance, training, IT, and

Qualifications

• Bachelor’s Degree from a 4-year college.
• Minimum 5 years of experience managing large teams.
• Experience in the iGaming industry is required.
• Strong leadership and development skills.
• Ability to work a flexible schedule including day/evening weekends and holidays.

Responsibilities

• Lead a team of 2-4 call center supervisors responsible for calls, chats and emails.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, policies, and procedures to improve productivity.
• Drive accountability and continuous improvement across the team.
• Develop and maintain strategy to ensure customer satisfaction across interactions.

Skills

iGaming industry

Sportsbook experience

People management

Team leadership

Data-driven decision making

Customer service excellence

Education

Bachelor’s Degree

Job description

Hard Rock Digital is building a world-class customer experience organization. The successful candidate will report to the Director of Customer Experience, build a team from the ground up hiring and scaling Supervisors and Rep level positions, and drive coaching to promote career development while maintaining service KPI’s and customer satisfaction.

You will lead a team of 2-4 call center supervisors, manage metrics and quality assurance, collaborate with quality assurance, training, IT, and