About the company
Easygo is the Australian powerhouse behind some of the worldās fastest growing online brands including Kick and Stake At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the iGaming industry, including Stake.com, Kick.com and Twist Gaming. Stake is the world's largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games. 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.
Job Summary
What you will do:
šTeam 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. šCustomer 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. šMulticultural 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. šOperational 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. šCross-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. šPerformance 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. šCrisis and Conflict Resolution: Handle escalated customer issues, resolving conflicts and crises effectively, and maintaining the brand's reputation. šGrowth 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. šBudget and Resource Management: Manage the budget for the customer support department, ensuring resources are allocated effectively to meet business objectives. šStakeholder 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:
šLeadership 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. šExperience Managing Managers: Demonstrated ability in managing other managers or supervisors, including providing leadership, mentorship, and performance evaluations. šMulticultural Team Management: Experience in managing diverse and multicultural teams, with an understanding of the nuances and challenges involved. šOperational Management: Solid background in managing operations, particularly those that are 24/7 and involve coordinating with global stakeholders. šCustomer Experience Improvement: Track record of enhancing customer experience and implementing customer service strategies. šConflict Resolution: Experience in resolving complex customer complaints and managing escalated issues effectively. šPerformance Metrics and Reporting: Familiarity with monitoring performance metrics for customer service teams and reporting to higher management.