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Sr. Customer Support Manager, RMG Live Ops

Job Posting Title

Summary

What You'll Do

You will run a team that serves as the first point of contact for our guests, providing excellent service by utilizing your knowledge of our iGaming products, promotions and resources to resolve and help triage issues and questions by phone, email and/or through our iGaming applications. The definition of success will be providing support to improve the customer experience, document and track user reported issues, and improve the overall quality and sentiment towards our iGaming services.

What We're Looking For

Roles and Responsibilities:

• Work with the Sr. Manager of Live Operations to setup and define the internal processes and procedures needed to run a successful Customer Support Live Operations team
• Define the SLA’s that the Customer Support team will be held accountable for. And ensure the staff are working in accordance with these guidelines
• Setup new instances of the support tools used as we onboard new projects and new customers
• Communicate with other Support Teams in the organization based on the severity and classification of issues being reported
• Maintaining and updating customer information on databases, ensuring all data is treated with absolute confidentiality as per legal requirements
• Remain current with relevant guidelines and legislation such as Responsible Gaming Policy
• Create and maintain performance reports including publishing of weekly/monthly management reports summarizing performance across the team including any relevant matters/insights. And provide updates to B2B clients (where applicable) on customer support performance
• Read, review, respond, and document user support tickets regarding all iGaming products using various customer support systems
• Provide best in class support for both technical and non-technical issues with both internal and external customers
• Know when to escalate inquiries to appropriate management or other departments to determine the proper course of action and provide a solution
• Work with the Sr. Manager of Customer Support to help define useful tools and procedures including automated responses and detailed outlines for handling a varying degree of common customer issues
• Resolve product or service problems by understanding the customer's complaint, determining the root cause of the problem, selecting and explaining the solution clearly to the customer or explain the issue to additional support services internally if needed, and follow up with the customer to guarantee resolution
• Work with Sr. Manager of Customer Support to develop ‘scripted’ responses and templates to common customer support issues
• Maintain an acceptable user satisfaction rating as agreed to with the Sr. Manager of Customer Support
• Must be capable of responding to as many as 1,000 tickets in a month
• Understand the supported products fully by sitting in on demos and consistently playing the products
• Have a flexible schedule that could include nights or weekends
• Commit to increasing product knowledge to assist customers by playing and understanding various casino games such as Slots and Table Games (Video Poker, Blackjack, Roulette, Craps)
• Communicate with the Customer Relationship Manager to be understand the scope and timing of any in-game events, live events or on property events
• Organize and disseminate customer feedback as requested by Product, Marketing, Finance, or any other business unit

Required Skills and Experience:

• Bachelor’s Degree or equivalent experience
• 7+ years of customer service or related experience
• 3+ years management experience in customer service or related experience
• Strong verbal and written communication skills
• Strong attention to detail and excellent customer service skills
• Working knowledge and experience with practices and procedures around customer support and troubleshooting software and operating systems
• Excellent at resolving conflicts
• Strong interpersonal skills
• Willingness to expand your knowledge by learning game-specific issues and potential fixes for our various games
• The ability to explain complex technical issues in the simplest form to assist customers with questions in areas in which they may not be familiar
• Advanced computing skills using various tools such as the Microsoft suite of products, customer service software such as Zendesk and Helpshift, bug tracking systems such as JIRA, Bugzilla, and TFS, and any other Application Lifecycle Management System
• Slot and Table Gaming experience preferred
• Online Gaming industry experience preferred

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities

Our Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.