Supervisor - Retail Support

Hard Rock Digital; Tampa (FL); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Hybrid / remote working environment

Competitive pay and benefits

Flexible vacation allowance

Job summary

Hard Rock Digital is seeking a Retail Support Supervisor to lead a team delivering betting and account-related support to players at partner casinos. You will coach, guide, and monitor performance while ensuring compliance with regulatory requirements and policies.

You will report to the Director of VIP and Retail Support and drive timely coaching, training, and process improvements to deliver best-in-class service in a regulated gaming environment.

Qualifications

• Experience managing a team of customer service hosts in online sportsbook or casino.
• Ability to coach, mentor, lead and motivate others to meet high-performance standards.
• Excellent leadership and managerial skills; lead by example.
• Strong verbal and written communication; problem solver for policy, process, and tools.
• Must manage time and priorities effectively.
• Demonstrated decision-making, critical thinking, problem-solving abilities.
• Strategy development, execution, performance management.
• Team player across levels (team, area, site, BU).
• Able to recruit, train and develop a team.
• Ability to resolve customer complaints professionally.
• Experience in fast-paced, real-time environments.
• MS Office Outlook, Excel, PowerPoint.
• Knowledge of sports betting, casino, and pro sports preferred.
• Availability to work flexible hours.
• Reliable transportation to work daily.
• 2-4 years of leadership experience.

Responsibilities

• Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.
• Prepares weekly & monthly reports summarizing the assigned customer service team’s performance.
• Delivers regular and timely coaching and feedback to the team members to enhance performance.
• Responsible for the enforcement of organizational policies and procedures to ensure compliance.
• Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs.
• Identifies opportunities to update or improve customer service procedures and makes recommendations.
• Resolves problems by identifying and selecting solutions and applying technical experience and precedents.
• Engage with Management/Training to identify areas of opportunity to develop additional training.
• Assist other VIP and Retail Support units when customer queues are empty.
• Assist in case management.
• Be trained and able to answer questions related to the property and app.
• Performs other related duties as assigned.
• As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

Skills

Leadership

Coaching

Team management

Communication

Problem solving

Strategic thinking

MS Office

Time management

Sports betting knowledge

Recruitment

Training

Job description

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space - ready to join us?

What is the position?

Our Retail Support Supervisor will report to the Director of VIP and Retail Support and will be responsible for the performance and quality of service provided by a team of specialists who provide betting and account-related support to our players at our partner casinos. You will ensure your team complies with its responsible gambling and regulatory requirements and strives to deliver best-in-class service.

• Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.

• Prepares weekly & monthly reports summarizing the assigned customer service team’s performance.

• Delivers regular and timely coaching and feedback to the team members to enhance performance.

• Responsible for the enforcement of organizational policies and procedures to ensure compliance.

• Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs.

• Identifies opportunities to update or improve customer service procedures and makes recommendations.

• Resolves problems by identifying and selecting solutions and applying technical experience and precedents.

• Engage with Management/Training to identify areas of opportunity to develop additional training.

• Assist other VIP and Retail Support units when customer queues are empty.

• Assist in case management.

• Be trained and able to answer questions related to the property and app.

• Performs other related duties as assigned.

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

What are we looking for?

You will have experience managing a team of customer service hosts ideally in the online sportsbook or casino environment.

• Ability to coach, mentor, lead and motivate others to meet high-performance standards and expectations.

• Excellent leadership and managerial skills that reflect the philosophy of "lead by example."

• Strong verbal and written communication, be a problem solver who looks for opportunities to enhance policy, process, and tools.

• Must manage time and priorities effectively by completing tasks in a timely manner.

• Demonstrated decision-making, critical thinking, problem-solving abilities.

• Strategy development, execution, performance management, and measurements

• Must be a Team Player. "Team" has various levels (team, area, site, Business Unit) and we need to be able to support and understand most of them.

• You will be able to support the recruitment, training and development of a team and nurture an environment where they can excel through encouragement, development, and empowerment.

• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

• You have proven experience of operating in a fast-paced, changing, and real-time environment.

• Intermediate MS Office outlook, Excel, PowerPoint.

• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.

• Availability to work flexible hours.

• Reliable transportation to make it to work every day.

• 2-4 years of leadership experience.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Flexible vacation allowance

• A hybrid / remote working environment

• Startup culture backed by a secure, global brand

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).