Customer Operations Manager

Join Easygo as a Customer Operations Manager and Shape the Future of Global Gaming Support What's in It for You: Joining Easygo as a Customer Operations Manager offers a pivotal role in shaping customer support within the gaming industry. You'll lead the delivery of exceptional customer experiences, working with a dynamic, globally dispersed team. This role provides an exciting opportunity to immerse yourself in the evolving world of online gaming and sports entertainment while contributing to our business growth. Your Role with Us: As the Customer Operations Manager at Easygo, you'll oversee customer support teams, ensuring a seamless customer journey and nurturing high-performing teams. We seek someone with a proven track record in managing diverse, multicultural teams and a passion for delivering outstanding customer service. Given our 24/7 operations and global stakeholder base, flexibility in scheduling is essential, including occasional meetings outside standard hours and potential travel opportunities. Who are we? Easygo is the exclusive service provider for major brands in the iGaming industry, including Stake.com, Kick.com, and Twist Gaming. Stake is the world's largest crypto casino, leading with seamless online casino and sportsbook experiences. Kick.com is a vibrant live streaming platform connecting millions of gamers and content creators. Twist Gaming is an innovative game design studio creating captivating, cutting-edge games. Headquartered in Melbourne, we've grown from humble beginnings to a workforce of over 270, expanding in ambition and scope. We offer opportunities across Tech, Marketing, Operations, Mathematics, and Design. What you will do: Team Leadership and Management: Oversee customer support teams across Stake and associated brands, including recruitment, training, and development of team leads to ensure high performance and engagement. Customer Experience Oversight: Ensure positive, efficient customer interactions across platforms and develop strategies to enhance the customer journey. Multicultural Team Management: Manage diverse teams, fostering an inclusive and respectful workplace culture. Operational Flexibility: Be adaptable with working hours and travel, including meetings outside regular hours due to 24/7 operations and global stakeholders. Cross-Functional Collaboration: Coordinate with other business units, such as Customer Experience, Learning and Quality, and Change Management teams. Continuous Improvement and Innovation: Seek ongoing improvements to support processes and systems, embracing innovation. Performance Monitoring and Reporting: Track team performance metrics and report to senior management regularly. Crisis and Conflict Resolution: Handle escalated customer issues effectively, maintaining brand reputation. Growth and Expansion Planning: Contribute to planning and executing support team expansion across regions and languages. Budget and Resource Management: Manage departmental budgets to meet business objectives. Stakeholder Engagement: Engage with internal and external stakeholders to align support services with broader goals. What you will bring: Proven experience leading customer support or service teams, preferably in gaming, sportsbook, or casino industries, including managing customer interactions. Experience managing managers or supervisors, providing leadership and performance evaluations. Ability to manage diverse, multicultural teams, understanding associated challenges. Strong background in managing 24/7 operations and coordinating with global stakeholders. Track record of improving customer experiences and implementing effective strategies. Experience resolving complex customer complaints and escalated issues. Familiarity with monitoring performance metrics and reporting to higher management. Bonus points if you also have: Strategic planning and change management skills Global business exposure Budget management experience Knowledge of sports and gambling industries Cryptocurrency familiarity Proficiency with Google Suite, Slack, Airtable, and Intercom Some of the perks of working for us: EAP access for you and your family Access to over 9,000 courses on our Learning and Development Platform Daily coffee, tea, or fresh juice prepared by full-time baristas Catered breakfast daily Massage Wednesdays with professional therapists Team lunches and happy hours on Fridays Fun office environment with gaming consoles, pool, and table tennis Complimentary drinks and snacks We celebrate diversity and are committed to creating an inclusive workplace. We do not discriminate based on race, religion, national origin, gender identity, sexual orientation, age, veteran status, or disability. Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Resume/CV * Enter manually or upload (pdf, doc, docx, txt, rtf) Are you currently based in Melbourne? * What is your current visa status/work rights? * #J-18808-Ljbffr