Customer Service Team Lead (iGaming)

TL;DR

Customer Service Team Lead (iGaming): Leading and motivating the customer support team to deliver outstanding player experiences within a dynamic sports betting and iGaming ecosystem with an accent on performance management and team development. Focus on coaching shift supervisors, optimizing CS processes, and resolving complex customer escalations.

Location: Hybrid in Jersey City, NJ, USA (3 days office, 2 days remote)

Salary: $60,000–$70,000 USD

Company

Bally’s Interactive is an entertainment technology company redefining the future of sports betting, iGaming, and live sports streaming.

What you will do

• Lead and motivate the customer support team to meet performance targets and deliver high-quality player experiences.
• Guide shift supervisors and collaborate with the CS Manager to ensure team success.
• Provide hands-on coaching, training, and mentorship to help team members grow their skills.
• Monitor team performance through regular evaluations and convert data insights into actionable improvements.
• Develop and implement strategies to enhance customer service processes and overall efficiency.
• Handle escalated customer inquiries and collaborate across departments to resolve pain points.

Requirements

• Proven track record of customer service leadership and consistently hitting performance targets.
• Strong coaching, interpersonal, and professional communication skills.
• Analytical mindset with the ability to use metrics to drive improvements.
• Proficiency with CRM systems and experience working across multiple platforms/operating systems.
• Must be able to obtain and maintain licensing in all operating jurisdictions, including a Gaming License LEVEL 2.
• High School Diploma or equivalent.

Nice to have

• Knowledge of iCasino and Online Sports Betting.
• Technical troubleshooting skills.

Culture & Benefits

• Competitive pay with annual salary reviews.
• Comprehensive medical, dental, and vision plan options.
• 401(k) matching for long-term savings.
• Home office allowance and a "work-from-anywhere" month.
• Downtown office environment with snacks, games, and regular team-building events.