About this role
What are we building? Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space - ready to join us? What is the position? Our Retail Support Supervisor will report to the Director of VIP and Retail Support and will be responsible for the performance and quality of service provided by a team of specialists who provide betting and account-related support to our players at our partner casinos. You will ensure your team complies with its responsible gambling and regulatory requirements and strives to deliver best-in-class service. Supervises the team members, identifying and addressing developmental issues, and coaching opportunities. Prepares weekly & monthly reports summarizing the assigned customer service team’s performance. Delivers regular and timely coaching and feedback to the team members to enhance performance. Responsible for the enforcement of organizational policies and procedures to ensure compliance. Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs. Identifies opportunities to update or improve customer service procedures and makes recommendations. Resolves problems by identifying and selecting solutions and applying technical experience and precedents. Engage with Management/Training to identify areas of opportunity to develop additional training. Assist other VIP and Retail Support units when customer queues are empty. Assist in case management. Be trained and able to answer questions related to the property and app. Performs other related duties as assigned. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.