Customer Service Team Lead

Ignite Your Career Where Innovation Leads the Way!

Bally's Interactive is redefining the future of entertainment by powering one of the world's most dynamic entertainment ecosystems. We believe the customer experience is the product, and through technology and innovation, we create experiences that captivate and delight our customers.

You'll apply your expertise in sports betting, iGaming, live sports streaming, payments and fraud prevention, CRM, and gamification technologies. Whether your passion lies in data, AI, machine learning, user experience, security, or emerging tech, you'll have the opportunity to grow, innovate, put your ideas to the test, and make a real impact.

Join our team and elevate your career in a rapidly growing industry that rewards bold thinking, creativity, and innovation.

What About The Role?

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.

What You'll Do

• 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

What We're Looking For

• 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

Experience Required:

• High School Diploma or equivalent.

• Exceptional Customer Service Skills.

• Troubleshooting technical skills a plus.

• Proficiency with computers, especially our CRM and tools.

• Proficiency with computer systems

• Including basic troubleshooting

• Multiple platforms/operating systems

• Knowledge of any of the following a plus:

• iCasino and Online Sports Betting

Why You'll Love Working Here

Join a team where the culture hits just as hard as the wins:

• Competitive pay with annual salary reviews
• Medical, dental and vision plan options
• 401(k) matching for long-term wins
• Monthly socials and team building events
• Home office allowance to level up your remote set up
• Work-from-anywhere month (yes, really!)
• Downtown office with snacks, games and unbeatable energy

Flexible Working

At Bally's Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.

DNA / Values

At Bally's Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally's we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally's Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.

We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

Salary: $60,000-$70,000 USD

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