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About the Role

Hard Rock Digital is building a team to become the best online sportsbook, casino, and social gaming company globally, focusing on creating new products and technologies for millions of consumers with an authentic approach to customer interaction and experience.

Responsibilities

• Supervise a team of specialists providing betting and account support via live chat, email, social media, and voice.
• Report on adherence to goals and objectives.
• Conduct coaching, feedback, observations, and development meetings with SMART objectives.
• Collaborate to analyze and resolve individual and customer-wide issues, providing escalation support.
• Ensure team compliance with responsible gambling and regulatory requirements.
• Deliver best-in-class service.
• Manage team KPIs, including quality, productivity, and compliance.
• Identify and address developmental issues and coaching opportunities for team members.
• Prepare weekly and monthly performance reports for assigned customer service teams.
• Provide regular and timely coaching and feedback to enhance team performance.
• Enforce organizational policies and procedures for compliance.
• Ensure timely dissemination of process and business updates to the team.
• Drive team performance through activities and contests.
• Monitor real-time metrics to assist productivity, including call times, hold times, callbacks, and aux codes.
• Identify opportunities to update or improve customer service procedures and make recommendations.
• Resolve problems by identifying solutions and applying technical experience.
• Engage with management and training to identify areas for additional training development.
• Perform other related duties as assigned.

Requirements

• Experience managing a customer service team, preferably in the online sportsbook or casino industry.
• May require obtaining a gaming license as a condition of employment.
• Ability to coach, mentor, lead, and motivate others to meet high performance standards.
• Excellent leadership and managerial skills with a 'lead by example' philosophy.
• Strong verbal and written communication skills.
• Problem-solving abilities with a focus on enhancing policy, process, and tools.
• Effective time and priority management to complete tasks in a timely manner.
• Demonstrated decision-making, critical thinking, and problem-solving abilities.
• Experience with strategy development, execution, performance management, and measurements.
• Ability to support and understand various team levels (team, area, site, Business Unit).
• Ability to support recruitment, training, and development of a team.
• Nurture an environment for team members to excel through encouragement, development, and empowerment.
• Ability to resolve customer complaints and issues professionally and calmly.
• Proven experience operating in a fast-paced, changing, and real-time environment.
• Intermediate MS Office (Outlook, Excel, PowerPoint) skills.
• Knowledge of sports betting, casino, and professional sports industry preferred but not required.
• Availability to work flexible hours.
• AA/AS degree or equivalent experience preferred.
• 2-4 years of leadership experience.
• This position may be work from home at Hard Rock Digital's discretion and can be adjusted back to in-office at any time.

Skills

• Customer Service
• Team Management
• Coaching
• Mentoring
• Leadership
• Communication (Verbal and Written)
• Problem-Solving
• Decision-Making
• Critical Thinking
• Strategy Development
• Performance Management
• Time Management
• MS Office Suite (Outlook, Excel, PowerPoint)
• Sports Betting Knowledge (Preferred)
• Casino Industry Knowledge (Preferred)
• Professional Sports Industry Knowledge (Preferred)

Location

• Remote
• In-office

Work Type

• Full-time

Experience Level

• 2-4 years of leadership experience

Education Level

• AA/AS degree or equivalent experience

Benefits

• Competitive pay
• Competitive benefits
• Retirement benefits
• Employee Discounts
• Advancement opportunities

About the Company

• Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world.
• Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital leverages a globally recognized brand in gaming, entertainment, and hospitality.

Equal Opportunity

• We want to celebrate you being you (we are an equal opportunity employer).
• 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.