Customer Service Team Lead

Bally's Interactive•Jersey City, NJ

1d•$60,000 - $70,000•Hybrid

About The Position

At Bally's Interactive, great customer experiences don't happen by accident, they're built by passionate leaders who know how to bring out the best in their teams. We're looking for a Call Center Team Leader who thrives in a fast-paced environment, loves developing people, and is committed to making sure every player interaction ends on a high note. If you're the kind of leader who leads from the front, rolls up their sleeves, and genuinely cares about the people they coach, we want to hear from you. Please note that this position has access to customers details – therefore requires employees to be able to obtain and maintain licensing in all jurisdictions Bally’s operates in. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these background checks upon a successful job offer. This will be done in a confidential manner, and solely for the purposes of verification.

Requirements

Proven track record of customer service leadership, with a history of delivering exceptional experiences and hitting targets
Excellent coaching and interpersonal skills, you know how to motivate a team and bring out the best in the people around you
Sharp analytical mindset with the ability to dig into data and metrics to drive meaningful improvements
Excellent verbal and written communication skills - clear, professional, and adaptable depending on your audience
Proficiency with CRM systems and customer service tools, plus comfort working across multiple platforms and operating systems
Ability to stay cool under pressure, make sound decisions fast, and adapt to an ever-changing environment without missing a beat
A genuine commitment to fostering a customer-first culture within your team
High School Diploma or equivalent.
Exceptional Customer Service Skills.
Proficiency with computers, especially our CRM and tools.
Proficiency with computer systems
Including basic troubleshooting
Multiple platforms/operating systems

Nice To Haves

Troubleshooting technical skills a plus.
Knowledge of any of the following a plus:
iCasino and Online Sports Betting

Responsibilities

Lead, motivate, and energize the customer support team to hit performance targets and consistently deliver outstanding player experiences
Guide and support shift supervisors while working closely with the CS Manager to ensure every team member is set up to perform at their best
Provide hands-on coaching, training, and mentorship that helps your team grow their skills, build their confidence, and level up their performance
Monitor team performance through regular evaluations, spot areas for improvement, and turn insights into action
Develop and roll out strategies that sharpen customer service processes and make the team more efficient and effective
Handle escalated customer inquiries with professionalism and composure, resolving complex issues quickly and leaving players feeling heard and taken care of
Collaborate across departments to tackle customer pain points and continuously improve the overall experience
Drive the team toward business objectives, ensuring KPIs and quality standards are not just met but exceeded