What You'll Do- Direct and coordinate multi-channel customer support functions (phone, email, chat, social media) spanning multiple locations and brands.
- Coordinate inbound and outbound contact strategies to ensure an outstanding customer experience.
- Develop and implement customer service policies, procedures, and guidelines.
- Collaborate with key partners (Marketing, CRM, HR, Compliance, Operations) to align service initiatives with business goals.
- Drive customer happiness, dedication, and retention through innovative service programs.
- Monitor and analyze service benchmarks to identify trends and implement improvements.
- Manage budgeting, forecasting, and prioritization for the customer service department.
- Ensure compliance with regulatory requirements and company standards.
- Implement training and development programs for customer service teams.
- Apply cloud-based platforms (Freshdesk, Salesforce) and AI tools to improve service delivery.
- Foster a culture of customer-first approach, accountability, and continuous improvement.
What We're Seeking- More than demonstrated ability directing customer service functions in environments involving various channels, locations, and brands.
- Proven experience in online industries such as betting, insurance, or fintech.
- Solid understanding of both incoming and outgoing contact center functions.
- Practical experience working with cloud-based service platforms such as Freshdesk or another CRM similar(Salesforce).
- Data-driven approach with proficiency in analytics and reporting tools.
- Excellent leadership, communication, and collaborator management skills.
- Ability to work in a fast-paced, high-growth environment.
- Experience in gaming/betting industry and highly regulated markets (preferred).
- Familiarity with VIP customer handling and advanced retention initiatives (preferred).
- Knowledge of brand new customer service technologies and automation tools (preferred).
Company SummaryAristocrat Interactive Aristocrat Interactive is Aristocrat Leisure Limited's (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).
Travel ExpectationsNone
Pay Range$80,500 - $135,200 per year
Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.
This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.
Additional InformationThis role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.
Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat's gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.
At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
