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