BetJACK Ops and Customer Support Mgr

Job description

Essential Functions: - Lead, develop and manage a team of sportsbook and customer service professionals in line with the betJACK culture - Ensure strict compliance of all OCCC regulations and federal IRS requirements - Point of Contact for all customer service escalations - Subject matter expert of the betJACK Sportsbook app user interface and capabilities. - Liaise with the Trading team to ensure quality assurance on sportsbook offering - Properly staff and schedule the Customer Support team as required by business demands - Develop service procedures, policies and standards and guide the team in taking ownership of customers issues and effective customer issues resolution - Create and maintain training standards and materials - Interview, hire and train new customer service team members - Establish performance metrics benchmarks and reporting mechanisms for the customer service team - Develop a strong internal network for collaboration and knowledge transfer within the team and other teams within the company - Demonstrate outstanding service practices by fostering a fun and friendly work environment and anticipating customer and coworker needs - Support the product team to develo...