Customer Operations Manager

3 Weeks ago • 6-8 Years • Operations

Job Summary

Job Description

Easygo seeks a Customer Operations Manager to lead and manage customer support teams across various gaming brands. Responsibilities include team recruitment, training, development, and performance management; ensuring positive customer experiences across all platforms; managing a diverse, multicultural team; collaborating with other business units; improving customer support processes; monitoring performance and reporting to senior management; handling escalated issues; planning team expansion; managing budgets and resources; and engaging with stakeholders. The role demands operational flexibility, including occasional weekend and evening work and potential travel.
Must have:
  • Lead customer support teams
  • Manage diverse teams
  • Enhance customer experience
  • Resolve complex issues
  • Performance monitoring & reporting
  • Operational flexibility
  • Cross-functional collaboration
  • Budget management
Good to have:
  • Strategic planning
  • Change management
  • Global business exposure
  • Sports & Gambling knowledge
  • Cryptocurrency knowledge
Perks:
  • EAP access
  • Learning & Development Platform
  • Paid volunteer day
  • Daily catered breakfast
  • Massage Wednesdays
  • Team lunches & happy hour
  • Fun office environment

Job Details

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.



Similar Jobs

Salesforce - Sales Development Representative, Nonprofit (New Grad)

Salesforce

Chicago, Illinois, United States (On-Site)
1 Month ago
Keywords Studios - Player Engagement Agent - Portuguese/English - Remote

Keywords Studios

Katowice, Silesian Voivodeship, Poland (Remote)
1 Week ago
Relax Gaming  - Partnership Delivery Coordinator/Manager

Relax Gaming

Sliema, Malta (Hybrid)
1 Month ago
Glean - Software Engineer, Machine Learning (India)

Glean

Bengaluru, Karnataka, India (On-Site)
5 Months ago
ARVORE Immersive Experiences - Lead 3D Artist

ARVORE Immersive Experiences

São Paulo, State Of São Paulo, Brazil (Remote)
1 Week ago
Keywords Studios - Player Engagement - Senior Operations Manager

Keywords Studios

Western Visayas, Philippines (Hybrid)
1 Week ago
Microsoft - Site Reliability Engineer

Microsoft

Redmond, Washington, United States (On-Site)
23 Hours ago
Google - Data Center Operations Manager

Google

Council Bluffs, Iowa, United States (On-Site)
1 Week ago
Google - Technical Program Manager, Hardware Integration

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
19 Hours ago
Feld Entertainment - Production Stage Manager - Monster Jam

Feld Entertainment

Ellenton, Florida, United States (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Lurkit - Campaign Strategy & Success Manager

Lurkit

Stockholm, Stockholm County, Sweden (Hybrid)
6 Months ago
SMG Studio - Mid-Senior Producer / Project Manager

SMG Studio

(Remote)
3 Weeks ago
Easygo - Junior VIP Host - Mandarin Speaking

Easygo

Melbourne, Victoria, Australia (Hybrid)
3 Weeks ago
Bonfire Studios - Internal Communications Lead

Bonfire Studios

California, United States (Hybrid)
1 Month ago
Epic Games - Producer

Epic Games

Porto Alegre, State Of Rio Grande Do Sul, Brazil (On-Site)
2 Weeks ago
Jelly Smack - Join Our Talent Pipeline: Future Account Manager Roles

Jelly Smack

Los Angeles, California, United States (Hybrid)
6 Months ago
Glean - Enterprise Account Executive- Australia (Remote)

Glean

Australia (Remote)
5 Months ago
Nintendo - Localization Specialist (Japanese)

Nintendo

Redmond, Washington, United States (Hybrid)
5 Months ago
ConverseNowAI - Sr QA Engineer

ConverseNowAI

Bengaluru, Karnataka, India (On-Site)
1 Year ago
Evolution - CI/CD (DevOps) Engineer

Evolution

Riga, Latvia (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Melbourne, Victoria, Australia

Netflix - Character FX Artist

Netflix

Sydney, New South Wales, Australia (On-Site)
2 Months ago
The Walt Disney Company - Effects Supervisor

The Walt Disney Company

Sydney, New South Wales, Australia (On-Site)
2 Months ago
Canva - Staff Backend Engineer - Product Insights Enablement - Java

Canva

Sydney, New South Wales, Australia (Remote)
2 Months ago
Netflix - Character FX Artist

Netflix

Sydney, New South Wales, Australia (On-Site)
2 Months ago
Easygo - Senior Data Engineer

Easygo

Melbourne, Victoria, Australia (On-Site)
2 Months ago
Canva - Frontend Software Engineer

Canva

Surry Hills, New South Wales, Australia (Remote)
1 Week ago
Flying Bark Productions - CG Asset Generalist

Flying Bark Productions

New South Wales, Australia (Hybrid)
4 Days ago
WongDoody - (XD) Experience Designer, Snr.

WongDoody

Australia (On-Site)
7 Months ago
Netflix - FX Artist

Netflix

Sydney, New South Wales, Australia (Hybrid)
1 Week ago
Canva - Engineering Manager (BE) - Content Management & Distribution

Canva

Melbourne, Victoria, Australia (Remote)
1 Week ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Nintendo - Specialist Ambassador - Nintendo San Francisco Store

Nintendo

San Francisco, California, United States (On-Site)
5 Months ago
Trek - Future Store Manager - Portland Area

Trek

Portland, Oregon, United States (On-Site)
2 Months ago
Microsoft - Implementation Manager

Microsoft

San José, San José Province, Costa Rica (On-Site)
1 Week ago
Tesla - Vehicle Readiness Operations Driver

Tesla

North Brabant, Netherlands (On-Site)
2 Months ago
Google - Program Manager II, Operations, Google Data Centers

Google

Kirkland, Washington, United States (On-Site)
17 Hours ago
Keywords Studios - Player Support Agent - Spanish/English

Keywords Studios

Silesian Voivodeship, Poland (Hybrid)
1 Month ago
The Walt Disney Company - Senior Manager, Workforce Management

The Walt Disney Company

San Antonio, Texas, United States (On-Site)
2 Months ago
ByteDance - Lark APAC Customer Success Manager Intern - 2025 Start

ByteDance

Singapore (On-Site)
6 Months ago
Keywords Studios - Player Engagement - Senior Operations Manager

Keywords Studios

Western Visayas, Philippines (Hybrid)
1 Week ago
Meta - Manager, Performance & Capacity Engineering - Capacity Planning Optimization

Meta

Menlo Park, California, United States (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Easygo is a well-established global tech startup, we pride ourselves on being early adopters, progressive in our approach and adaptable to the ever-changing technology landscape. Our core focus is in the online gaming space building well-designed casino games, crypto platforms, and sportsbooks built on our "provably fair"​ algorithms. The products we build are used by millions of people around the world including Drake and you’ll see their logos on an EPL team, the UFC, advocated by e-gamers and in a number of other sporting places.

The last 2 years have been huge for us, we have grown from 20 to 100+ team members. Whilst the products that we build are global we have two amazing offices in the same building in the heart of the CBD with all the bells and whistles you could ever want. Including an in-house barista, pool, and table tennis tables, PS5 and Nintendo Switches, a meditation room, help yourself drinks fridge and snack wall, catered breakfast daily, weekly massages and team lunch. 

Melbourne, Victoria, Australia (On-Site)

Melbourne, Victoria, Australia (On-Site)

Bogotá, Bogota, Colombia (On-Site)

Melbourne, Victoria, Australia (On-Site)

Lima, Callao Region, Peru (Remote)

Melbourne, Victoria, Australia (On-Site)

Melbourne, Victoria, Australia (On-Site)

Melbourne, Victoria, Australia (On-Site)

Melbourne, Victoria, Australia (On-Site)

Melbourne, Victoria, Australia (On-Site)

View All Jobs

Get notified when new jobs are added by Easygo

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug