Customer Support Supervisor

JACK Entertainment•Cleveland, OH

About The Position

The Sportsbook Operations Supervisor at betJACK is responsible for managing the customer support team, enterprise call center, and the online sportsbook's direct marketing efforts. This includes overseeing a team of customer support specialists, posting on betJACK's social media platforms, executing promotion builds, in-app messaging, and push notifications, and drafting promotional terms and conditions. The Sportsbook Operations Supervisor will also report on customer service contact levels. The position reports directly to the Sportsbook Manager.

Requirements

Self-starter with the ability to positively influence team members.
Flexibility and willingness to work weekdays or weeknights and weekends due to varying shifts.
Online troubleshooting technical issues relating to customers and products.
Goal-driven with strong problem-solving skills.
Proficient working knowledge of computer programs.
Proven track record of success in customer service via online gaming, sports wagering, or relevant industries.
Have a passion for driving best-in-class customer experiences and drive that in everything you do.
Extremely well organized with a natural ability to build processes and structure to deliver meaningful results and influence change.
Be able to show clear examples of ownership and taking responsibility of issues/projects end to end.
Natural desire to question, re-think and optimize customer support processes to meet the needs of the customer.
Analytical capabilities are necessary to comprehend metrics and identify key drivers for improving performance.
Flexibility to adapt and take on additional responsibilities as assigned.
A bachelor's degree or equivalent industry experience is preferred.
Leadership/mentorship experience in leading a customer support team.
Excellent English written and verbal communication skills.
Experience working in a startup is preferred.
Previous experience in a gaming role preferred.
Previous experience in dealing with customer fraud preferred.
Ability to work in a dynamic, fast-paced environment.
Self-motivated, with the ability to motivate others.
Ability to thrive in a fast-paced, deadline-driven environment.
Competence with Zendesk (or other ticketing processor systems) and Microsoft Office product suite is preferred.
At least 21 years of age.
Must be able to obtain and maintain an Ohio Casino Control Commission Occupational Gaming License.

Responsibilities

Execute social media initiatives for betJACK, including Twitter, Instagram, Facebook, Threads, YouTube, and Snapchat, ensuring alignment with the brand image.
Ensure accurate execution of digital marketing campaigns by reviewing and verifying all player data.
Build and QA UXs for end users to ensure precision and functionality in all digital marketing campaigns.
Collaborate with the compliance department to draft terms and conditions for events, digital daily, weekly, and monthly promotions, and giveaways. This may also include other events that require terms and conditions.
Effectively engage and retain users through push notification execution and in-app messaging.
Utilize analytics tools to track the performance of our customer contacts, trends, and areas of opportunity. Provide regular reports on key metrics and make data-driven recommendations for optimization.
Coordinate with the Sportsbook Marketing Operations Coordinator around CRM-specific and broader marketing campaigns, ensuring the support teams are informed about all live and upcoming offers.
Responsible for escalating any issues and potential problems to team leader so necessary corrective action can be taken.
Responsible for the training and ongoing coaching of support team members.
Led a team of customer support specialists to provide excellent customer support via email, chat, and phone calls.
Support the recruiting of new customer support specialists.
Other duties as assigned.