VIP Retail Support Lead — Hybrid/Remote

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

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.