Customer Service Manager

About the role

Aristocrat is seeking a Customer Service Manager to lead and grow our customer service operations. This role involves managing multiple channels, locations, and brands to enhance customer experiences.

Responsibilities

• Direct and coordinate multi-channel customer support functions (phone, email, chat, social media).
• Coordinate inbound and outbound contact strategies to ensure an outstanding customer experience.
• Develop and implement customer service policies, procedures, and guidelines.
• Collaborate with key partners (Marketing, CRM, HR, Compliance, Operations) to align service initiatives with business goals.
• Drive customer happiness, dedication, and retention through innovative service programs.
• Monitor and analyze service benchmarks to identify trends and implement improvements.
• Manage budgeting, forecasting, and prioritization for the customer service department.
• Ensure compliance with regulatory requirements and company standards.
• Implement training and development programs for customer service teams.
• Apply cloud-based platforms (Freshdesk, Salesforce) and AI tools to improve service delivery.
• Foster a culture of customer-first approach, accountability, and continuous improvement.

Requirements

• More than demonstrated ability directing customer service functions in environments involving various channels, locations, and brands.
• Proven experience in online industries such as betting, insurance, or fintech.
• Practical experience working with cloud-based service platforms such as Freshdesk or another CRM similar(Salesforce).
• Data-driven approach with proficiency in analytics and reporting tools.
• Excellent leadership, communication, and collaborator management skills.
• Ability to work in a fast-paced, high-growth environment.
• Experience in gaming/betting industry and highly regulated markets (preferred).
• Familiarity with VIP customer handling and advanced retention initiatives (preferred).
• Knowledge of brand new customer service technologies and automation tools (preferred).

Qualifications

Commensurate with experience.

Skills

Not specified.

Benefits

Comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching.

Pay

$80,500 - $135,200 per year

Schedule

N/A