Customer Operations Manager

6 months ago

Melbourne, Australia Easygo Gaming Full time

**Seize the Opportunity: Join Easygo as a Customer Operations Manager and Lead the Way in Global Gaming Support.**

**What's in It for You**:
Joining Easygo as a Customer Operations Manager opens doors to a key role in shaping the customer support landscape within the gaming industry. You'll be at the forefront of delivering exceptional customer experiences, working with a dynamic and globally dispersed team. The role provides an exciting avenue to immerse yourself in the ever-evolving world of online gaming and sports entertainment all while contributing significantly to the growth of our expanding business.

**Your Role with Us**:
Embark on a pivotal role as the Customer Operations Manager at Easygo, overseeing our customer support teams. Your main objective is to orchestrate a seamless and positive customer journey while nurturing high-performing and engaged teams. We're seeking someone with a proven track record in managing diverse and multicultural teams, coupled with a genuine passion for delivering unparalleled customer experiences.

Given the 24/7 nature of our operations and the global reach of our stakeholders, flexibility in scheduling is essential. This includes occasional meetings beyond standard hours and weekends, reflecting the dynamic nature of our industry. Additionally, there may be exciting opportunities for travel to support our evolving business needs.

**Who are we?**

Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies.

Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 270+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.

Click play, on your career today

**What you will do**:

- **Team Leadership and Management**: Oversee and manage customer support teams across the Stake brand and its associated gaming/sportsbook/casino brands. This includes recruitment, training, and development of team members in particular the team leads to ensure they are high-performing, engaged, and capable of delivering exceptional customer service.
- **Customer Experience Oversight**: Ensure that customer interactions across all platforms are efficient, effective, and consistently positive. Develop and implement strategies to enhance the customer journey, and work closely with the Customer Experience Manager to align these strategies.
- **Multicultural Team Management**: Manage a diverse, multicultural team, understanding the unique challenges and opportunities this presents. Foster an inclusive workplace culture that respects and values diversity.
- **Operational Flexibility**: Be flexible with working hours and potential travel, including the ability to attend meetings outside of regular business hours and work on weekends when necessary. This flexibility is crucial due to the 24/7 nature of operations and the global reach of stakeholders.
- **Cross-Functional Collaboration**: Work closely with other business units, particularly with the Customer Experience Manager, Learning and Quality Manager and Change Lead, to ensure a unified approach to customer operations. This involves coordinating with different teams to align objectives and strategies.
- **Performance Monitoring and Reporting**: Monitor team performance against key metrics and goals. Provide regular reports to senior management on team performance, customer feedback, and any issues or opportunities identified.
- **Crisis and Conflict Resolution**: Handle escalated customer issues, resolving conflicts and crises effectively, and maintaining the brand's reputation.
- **Growth and Expansion Planning**: Play a key role in planning and implementing the expansion of the customer support team, including establishing teams across different languages and regions.
- **Budget and Resource Management**: Manage the budget for the customer support department, ensuring resources are allocated effectively to meet business objectives.
- **Stakeholder Engagement**: Engage with internal and external stakeholders to understand their needs and expectations, ensuring that the customer support team aligns with broader business objectives.

**What you will bring**:

- **Leadership in Customer Support/Service**:Proven experience in leading customer support or service teams, preferably in a related industry (e.g., gaming, sportsbook, casino). This should include direct experience managing teams that handle customer interactions.
- **Experience Managing Managers**: Demonstrated ability in managing other managers or supervisors, including providing leadership, mentorship, and performance evaluations.
- **Multicultural Team Management**: Experience in managing diverse and multicultura

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