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 opens doors to a key role in shaping the customer support landscape within the gaming industry. You'll be at the forefront of delivering exceptional customer experiences, working with a dynamic and globally dispersed team. The role provides an exciting avenue to immerse yourself in the ever-evolving world of online gaming and sports entertainment all while contributing significantly to the growth of our expanding business.

Your Role with Us:

Embark on a pivotal role as the Customer Operations Manager at Easygo, overseeing our customer support teams. Your main objective is to orchestrate a seamless and positive customer journey while nurturing high-performing and engaged teams. We're seeking someone with a proven track record in managing diverse and multicultural teams, coupled with a genuine passion for delivering unparalleled customer experiences.

Given the 24/7 nature of our operations and the global reach of our stakeholders, flexibility in scheduling is essential. This includes occasional meetings beyond standard hours and weekends, reflecting the dynamic nature of our industry. Additionally, there may be exciting opportunities for travel to support our evolving business needs.

Who are we?

At Easygo we proudly stand as the exclusive 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.

Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 270+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.

Click play, on your career today!

What you will do:

• Team 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.
• Customer 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.
• Multicultural 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.
• Operational 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.
• Cross-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.
• Continuous Improvement and Innovation: Continuously seek ways to improve customer support processes and systems. Embrace innovation to enhance efficiency and the overall customer experience.
• Performance 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.
• Crisis and Conflict Resolution: Handle escalated customer issues, resolving conflicts and crises effectively, and maintaining the brand's reputation.
• Growth 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.
• Budget and Resource Management: Manage the budget for the customer support department, ensuring resources are allocated effectively to meet business objectives.
• Stakeholder 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:

• 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.
• Demonstrated ability in managing other managers or supervisors, including providing leadership, mentorship, and performance evaluations.
• Experience in managing diverse and multicultural teams, with an understanding of the nuances and challenges involved.
• : Solid background in managing operations, particularly those that are 24/7 and involve coordinating with global stakeholders.
• Track record of enhancing customer experience and implementing customer service strategies.
• Experience in resolving complex customer complaints and managing escalated issues effectively.
• Familiarity with monitoring performance metrics for customer service teams and reporting to higher management.

Bonus points if you also have:

• Strategic planning and change management
• Global business exposure
• Budget management
• Sports & Gambling knowledge advantageous
• Cryptocurrency knowledge would be advantageous
• Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Airtable & Intercom

Some of the perks of working for us:

• EAP access for you and your family
• Access to over 9,000 courses across our Learning and Development Platform
• Paid volunteer day
• Two full-time barista’s who will make your daily coffee, tea or fresh juice!
• Daily catered breakfast
• Massage Wednesdays - we get professionals to do this!
• Team lunches and happy hour in the office from 4pm on Fridays
• Fun office environment with pool tables, table tennis and all your favourite gaming consoles
• Help yourself drinks fridges and snack shelves

We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.