Customer Support Supervisor
Aristocrat is a global entertainment and content creation company powered by technology to deliver world-leading casino and mobile games. Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, free-to-play mobile games and online real money games.
Job Description
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
At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
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.
Work mode: hybrid – 3 days per week from the Wave Office, Aleja Grunwaldzka 347, 80-309 Gdańsk, Poland.
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 Aristocrat?
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V
World Leader in Gaming Entertainment
Robust benefits package
Global career opportunities
Our Values
All about the Player
Talent Unleashed
Collective Brilliance
Good Business Good Citizen
Travel Expectations
NoneAdditional Information
At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
