Aristocrat Interactive is looking for a Customer Support Team Lead to lead our Contact Center team in the iGaming and iLottery business unit. This position plays a crucial role in providing seamless support for our players and upholding top-tier service standards. Your guidance will significantly influence our goal of bringing happiness to life through the power of play by encouraging a diverse and cooperative atmosphere. If you are driven and dedicated, this is an outstanding chance to become part of a team that prioritizes innovation and outstanding customer service! What You'll Do Monitor and manage real-time queues, ensuring staff availability aligns with service level targets. Support team members with advanced calls, client issues, and technology problems. Dealt with customer issues promptly and effectively. Collaborate with other departments to resolve complex issues for a seamless customer experience. Ensure accurate documentation of all customer interactions and adhere to organizational guidelines. Coordinate the processing of customer documents, cash outs, and other tasks to ensure compliance and accuracy. Motivate and engage staff to meet individual and team goals. Provide management direction in the absence of the Player Support Supervisor. Deliver training to team members, contribute to performance evaluations, and recommend disciplinary actions. Foster a team environment that promotes growth and a desire to help others. Identify system and process gaps to drive improvements. What We're Looking For High School Diploma or equivalent experience required, with some college preferred. Minimum age of 21 years. More than 5 years of experience in serving customers and over 3 years in managing a contact center or team for customer support. Excellent written and verbal communication skills. Strong interpersonal skills with a positive attitude and professional demeanor. Demonstrated accuracy with consistent attention to detail. Independent judgment, discretion, and initiative. Strong grammatical and typing/data entry skills with an emphasis on accuracy. Ability to thrive in a fast-paced, dynamic work environment. Organized with excellent time-management skills. Maintain professional and technical knowledge. Proficient in resolving customer complaints and blocking issues. Experience in coaching, mentoring, and motivating teams to achieve goals. Proven ability to produce detailed system issue reports. Skill in analyzing and reporting essential contact center metrics. Ability to multitask, communicate effectively, and remain organized. Ability to follow detailed protocols and meet team goals and targets. Perform the role with complete integrity and autonomy. Provide constructive mentoring feedback focusing on skills development. Oversight for hiring, termination, and compensation of team members. Help achieve monthly Contact Center performance objectives for customer happiness, quality, efficiency, and important metrics. Report system, customer, or operational issues impacting service quality. Maintain open lines of communication with all company areas to facilitate problem-solving. Conduct weekly Quality Assurance for team members and mentor staff on needed improvements. Collect, analyze, and report data on a daily, weekly, and ad hoc basis. Make recommendations for procedural changes to increase efficiency. Perform other administrative duties and special projects as assigned by the Supervisor. This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat. Compensation Philosophy We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location. Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits. Specific details about compensation and benefits for this position will be discussed during the recruitment process. Aristocrat Leisure Limited (Aristocrat) is a global entertainment and content creation company powered by technology to deliver world-leading casino and mobile games. Listed on the Australian Securities Exchange (ASX), Aristocrat (ASX code: ALL) is headquartered in Sydney, Australia, with over 7300 employees working in more than 20 locations across the globe. Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, mobile games and online real money games, including iLottery. Aristocrat has seven corporate functions and three reporting segments that span regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money gaming (Aristocrat Interactive). Our game and product portfolios collectively entertain millions of players worldwide every day. Across our global enterprise, Aristocrat aims to create long-term sustainable value for all stakeholders by upholding our core values and producing the world’s best gaming content. Our people-first mindset prioritises the safety and wellbeing of our people. We have ambitions to be an industry leader in responsible gameplay and we invest in employees’ development and offer career pathways, so they have what they need to do their best work at Aristocrat. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us every day. We are excited about the future of Aristocrat and united by our mission and we invite everyone to join us as we bring joy to life through the power of play! Aristocrat Leisure Limited or its affiliates worldwide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to any protected characteristic, such as race, color, sex, religion, national origin, physical or mental disability, genetic characteristic, pregnancy, breastfeeding or related medical condition, sexual orientation, gender identity, gender expression, ancestry, citizenship, age, marital, military and veteran status, or any other characteristic prohibited by local, state/provincial or federal law. If you need assistance or accommodation applying for a position, please reach out to helpdesk-recruiting@aristocrat.com. At Aristocrat, sustainability is embedded in our strategy, operations and the values and culture of our teams across the globe. Our Sustainability report provides information on the progress we’ve made each year, across our four strategic sustainability pillars – Good Governance & Responsible Business, Empowering Safer Play (formerly responsible gameplay), Operational Sustainability & Climate, and People & Community. You can read more about our progress here: https://www.aristocrat.com/sustainability/

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