Join our dynamic team and make a significant impact as a Senior Customer Support Supervisor! At Aristocrat, our mission is to bring happiness to life through the power of play, and we believe that outstanding customer support is key to achieving this. You'll be at the forefront of our customer service operations, ensuring that our players receive world-class support.

What You'll Do

• Serve as the main liaison between the company and outsourced support teams, encouraging clear communication and cohesive workflows.

• Handle advanced customer inquiries from various channels (primarily chat and email), ensuring timely and effective resolution.

• Monitor, analyze, and report on contact center benchmarks, with a strong focus on customer happiness metrics.

• Collaborate on service audit quality procedures to improve customer experiences.

• Develop and maintain knowledge base and FAQ content to support team efficiency.

• Assist in projects and initiatives aimed at improving customer experience and team performance.

What We're Looking For

• 5+ years of experience in customer support or a related field.

• Proven track record of handling customer inquiries that have been advanced.

• Outstanding communication and interpersonal skills.

• Strong analytical abilities and experience with monitoring and reporting on critical metrics.

• Ability to collaborate effectively with cross-functional teams.

• Experience with service audit quality processes is a plus.

• Familiarity with knowledge base management.

• Strong problem-solving skills and a proactive approach.

• Bachelor's degree in a relevant field or equivalent experience.

• Proficiency in English; additional language skills are advantageous.

Why Product Madness?

As part of the Aristocrat family, we share their mission of bringing joy to life through the power of play, with a world-class team who creates top-grossing, leading titles in the social casino genre, including Heart of Vegas, Lightning Link, Cashman Casino. With 800 team members across the globe, Product Madness is headquartered in London, with offices in Barcelona, Gdańsk, Lviv, Montreal and a remote team spanning the USA, making us a truly global powerhouse.

We live by our People First principle. Regardless of where, when, or how they work, our team members have opportunities to elevate their careers, and grow alongside us. We take pride in fostering an inclusive culture, where our people are encouraged to be their very best, every day. But don’t just take our word for it. In 2024, we made the Global Inspiring Workplace Awards list, and won a bronze award at the Stevies for Great Employers in the ‘Employer of the Year - Media and Entertainment’ category.

So, what’s stopping you?

Travel Expectations

None

Additional Information