Sportsbook Operations Support Supervisor

13 hours ago

Cleveland, Ohio, United States JACK Entertainment Full time
Sportsbook Operations Support Supervisor

The Sportsbook Operations Support Supervisor at JACK Entertainment is responsible for overseeing the customer support team, enterprise call center, and the online sportsbook's direct marketing efforts. This includes managing a team of customer support specialists, executing social media initiatives, and drafting promotional terms and conditions.

Key Responsibilities:
  • Manage and execute social media initiatives for JACK Entertainment, ensuring alignment with the brand image.
  • Ensure accurate execution of digital marketing campaigns by reviewing and verifying all player data.
  • Collaborate with the compliance department to draft terms and conditions for events, digital daily, weekly, and monthly promotions, and giveaways.
  • Effectively engage and retain users through push notification execution and in-app messaging.
  • Utilize analytics tools to track the performance of customer contacts, trends, and areas of opportunity.
  • Provide regular reports on key metrics and make data-driven recommendations for optimization.
  • Coordinate with the Sportsbook Marketing Operations Coordinator around CRM-specific and broader marketing campaigns.
  • Responsible for escalating any issues and potential problems to team leaders.
  • Responsible for the training and ongoing coaching of support team members.
Requirements:
  • Self-starter with the ability to positively influence team members.
  • Flexibility and willingness to work weekdays or weeknights and weekends due to varying shifts.
  • Online troubleshooting technical issues relating to customers and products.
  • Goal-driven with strong problem-solving skills.
  • Proficient working knowledge of computer programs.
  • Proven track record of success in customer service via online gaming, sports wagering, or relevant industries.
  • Passion for driving best-in-class customer experiences.
  • Extremely well organized with a natural ability to build processes and structure to deliver meaningful results.
  • Ability to show clear examples of ownership and taking responsibility of issues/projects end to end.
  • Desire to question, re-think and optimize customer support processes to meet the needs of the customer.
Preferred Qualifications:
  • Bachelor's degree or equivalent industry experience.
  • Leadership/mentorship experience in leading a customer support team.
  • Excellent English written and verbal communication skills.
  • Experience working in a startup is preferred.
  • Previous experience in a gaming role preferred.
  • Previous experience in dealing with customer fraud preferred.
Required Certification/License:
  • Must be able to obtain and maintain an Ohio Casino Control Commission Occupational Gaming License.

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