Manager - Customer Service

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We're building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we're always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space — ready to join us?

What's the position?

The successful candidate will report to the Director of Customer Experience (Toronto) and will oversee the daily operations of the customer service team located in Toronto. The position is responsible for supporting Canadian iGaming customers. You will build a team from the ground up hiring and scaling both Supervisors and Rep level positions. You will drive operational excellence consistently coaching and providing actionable feedback to promote career development while maintaining service KPI's and customer satisfaction.

What will you do?

Your day-to-day responsibilities will include:

• Lead a team of 2-4 call center supervisors responsible for overall production including calls, chats and emails.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Provide team motivation and development to maximize opportunities.
• Responsible for the overall performance and productivity of direct reports
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitoring of individual and team results to identify and act on both positive and negative performance.
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Audit quality assurance strategies to ensure the delivery of world-class service.
• Determining work procedures, preparing work schedules, and expediting workflow
• Responsible for hiring, coaching, and career management of call center employees.

What are we looking for?

Required and preferred candidate skills and experience:

• Strong experience with the Canadian iGaming
• Be a performance and quality-driven Manager with Sportsbook experience, demonstrating strong leadership, people management and development skills.
• Thrive on working in a fast-paced environment, uncovering and eliminating bottlenecks and ensuring that effective processes are in place to provide consistent service quality to our customers.
• Need to be comfortable being the central point of contact for issue management, raising to the appropriate functions, communicating effectively to Supervisors allowing them to provide guidance to their teams on actions to take.
• Promote a team ethos by conducting regularly scheduled team and one-on-one meetings with your supervisors to address issues and acknowledge success, provide updates regarding performance, and give direction regarding the company and department policies and procedures.
• Demonstrated customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team and department.
• Passion for performance management and execution against operational targets.
• Proven analytical skills and an understanding of metrics and key performance measurements used to steer the business.
• Experience applying tactical and operational thinking, implementing action plans, providing clear direction, and following up on goals.
• Using data and insights in customer interactions to come up with actions and solutions to enhance customer experience.
• Experience in managing, leading, and developing people, preferably in customer-centric service.
• Ability to work a flexible schedule, including day, evening, weekends, and/or holidays
• Bachelor's Degree from a 4-year college or university
• Minimum 5 years of experience in managing and leading large teams or groups is required.

What's in it for you?

We offer our employees more than competitive compensation. Benefits include:

• Competitive pay and benefits
• Remote working
• A startup culture backed by a secure, global brand
• Opportunities to influence decision-making for a best-in-class casino brand

Roster of Uniques

We care deeply about every interaction our players have with us. We trust and empower our teams to own and shape the customer experience. Our vision is grounded in fostering a diverse, inclusive workplace where everyone—regardless of background or beliefs—can bring their authentic selves and full range of talent. We celebrate you being you.