Team Lead, Customer Experience
- Denver, CO
- $69,000-99,000 per year
- Permanent
- Full-time
- Act as the primary point of contact to run the daily operations for a team of customer experience agents who offer email, chat, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding service.
- Offer continuous feedback and coaching to support a team of customer experience agents to enhance their performance and professional growth.
- Address escalated calls, emails, and chats during high-volume periods or system problems to ensure seamless operations and exceptional customer service.
- Monitor key performance indicators (KPIs) daily to ensure the required support volume and quality of interactions are met.
- Identify opportunities for operational improvements and take the lead in implementing practical solutions to enhance team efficiency.
- Collaborate with other departments cross-functionally to meet various business needs and contribute to the organization's success.
- Train support agents on standard policies and procedures while encouraging creative and passionate thinking to enhance the user experience.
- Utilize technical expertise to master and teach internal admin systems, review accounts, troubleshoot bugs, and resolve complex issues.
- Provide insights and trends to support product, marketing, and operational decisions to the leadership.
- Take charge of managing critical site issues and promptly escalate them to the appropriate channels and leadership for swift resolution.
- Contribute significantly to the daily development and growth of the operation, including involvement in the recruitment and onboarding processes.
- Embrace additional responsibilities as assigned or requested to ensure the team's smooth functioning and provide exceptional support to valued users.
- Play a crucial role in achieving operational success and delivering the ultimate gaming experience.
- Review processes & procedures. Submitting knowledge articles to enhance the agent experience.
- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
- Proven experience in customer operations, promotions, or a related field within the betting and gaming industry.
- A passion for leadership & delivering coaching & feedback
- Excellent cross-functional collaboration and communication abilities.
- Data-driven mindset with proficiency in analyzing campaign performance metrics.
- Familiarity with all aspects within the sports betting and gaming industry.
- Strong problem-solving skills and the ability to think strategically.
- Demonstrated ability to work in a fast-paced and dynamic environment.
- Passion for delivering exceptional customer experiences.
- Ability to be flexible to work days, nights, weekends and some holidays.
- Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment. **Due to certain state licensing requirements, these roles require that you are at least 21 years of age to be eligible for hire