Customer Operations Specialist

Picklebet Customer Operations Specialist

Location: Brisbane

Team: Customer Support

Contract: Full-time

Reporting to: Head of Operations

We are seeking a Customer Operations Specialist to join our dynamic and growing Operations team at Picklebet. This role presents a unique opportunity to be a part of an expanding Customer Support function, offering significant growth and development prospects as the company scales its operations.

Who we are:

Picklebet is the first and only Australian made and owned next-gen betting platform. Our team is dedicated to building remarkable products for the betting community, designed to entertain and deliver fun, engaging experiences. We have our sights set on becoming a major player (both within Australia and internationally) by evolving a next gen betting solution. Our determination, coupled with strong customer demand, has seen us move from Startup to Scaleup. We’re a lean team that is rapidly growing.

Key Responsibilities:

• Identify and drive the implementation of ‘best practice’ Customer Support processes and procedures
• Utilise internal data and your knowledge of the sporting calendar to maximize efficiency of the Customer Support Roster
• Establish and maintain communication with a VIP customer base at a suitable frequency for each individual
• Operate as the primary point of contact to support our high value clients and ensure maximum coverage for VIP queries
• Ensure the user experience of customers is truly reflective of Picklebet’s core values
• Work with the data and analytics team to measure and report on the success of the Customer Support function
• Ensure Responsible Gambling best practises are adhered to at all times 
• Represent the Customer Support team in management, product & analytical meetings, with meaningful & preplanned input where required
•  Assist with ad-hoc duties and reports as required by management.
• Work closely with other departments, such as Marketing, Finance, Trading and Legal, to ensure a cohesive approach to the Customer Experience

Professional Development Opportunities:

• Leadership Roles: As the Customer Service function expands, opportunities for leadership and management positions will arise.
• Skill Enhancement: Continuous learning opportunities in Support trends, tools and regulations.
• Cross-Departmental Exposure: Gain insights into various aspects of the business as you collaborate with different teams.
• International Exposure: Potential to be involved in global compliance initiatives as the company expands internationally.

 Skills and abilities:

• 3+ years of customer service experience. Previous experience in the online betting industry will be highly regarded
• Strong analytical skills
• Proficiency in data analysis tools and software
• Excellent communication, presentation and interpersonal skills