Senior Gaming Operations Leader

1 week ago

Melbourne, Victoria, Australia beBeeCustomerSupport Full time $120,000 - $150,000

Lead Customer Support Manager Role

As a senior professional in customer support, you will play a pivotal part in shaping the global customer experience within the gaming industry.

You will oversee a dynamic and globally dispersed team, ensuring seamless and positive interactions with customers while fostering high-performing teams.

Your primary objective is to deliver exceptional customer experiences through effective leadership and strategic planning.

This role offers an exciting opportunity to be immersed in the ever-evolving world of online gaming and sports entertainment.

You will have a key role in planning and implementing the expansion of customer support teams across different languages and regions.

Growth opportunities for travel to support business needs may arise.

Flexibility in scheduling is essential due to the 24/7 nature of operations and global reach of stakeholders.

Key Responsibilities:

  • Team Leadership: Oversee and manage customer support teams, recruiting, training, and developing team members, especially team leads.
  • Cross-Functional Collaboration: Work closely with other business units to ensure a unified approach to customer operations.
  • Performance Monitoring: Monitor team performance against key metrics and goals, providing regular reports to senior management.
  • Crisis Resolution: Handle escalated customer issues, resolving conflicts effectively, and maintaining brand reputation.
  • Budget Management: Manage resources effectively for the customer support department.
  • Talent Development: Play a key role in planning and implementing the expansion of the customer support team.

Essential Qualifications:

  • Leadership Experience: Proven experience in leading customer support or service teams, preferably in a related industry (e.g., gaming, sportsbook, casino).
  • Managerial Skills: Demonstrated ability in managing other managers or supervisors, including leadership, mentorship, and performance evaluations.

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