Customer Support Manager at Jumbo Interactive Limited

Brisbane, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Oct, 26

Salary

120000.0

Posted On

06 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Operations Management, Workforce Planning, SLA Monitoring, Escalation Management, Performance Reporting, Analytical Skills, Stakeholder Management, Coaching and Mentoring, Process Improvement, Customer Experience Strategy, Resource Allocation

Industry

Software Development

Description

Oz Lotteries exists to give everyday Aussies more chances to dream and win. We're one of Australia's longest-running online lottery retailers, operating since 2005, and we're proudly Aussie-owned and operated. As part of Jumbo Interactive (ASX: JIN), we've built a strong, loyal player base on a platform they trust, offering both popular commercial lotteries like Powerball and Oz Lotto and charity lotteries, a combination that's always set us apart. We're still growing, evolving, and finding better ways to do things. You'll do your best work here if you're comfortable with ambiguity, think laterally, take real ownership of your work, and adapt well to change. What You’ll Be Doing We’re looking for a Customer Support Manager to lead day-to-day customer support and customer accounts across multiple brands. You’ll help deliver responsive, consistent, high-quality outcomes for customers. In this role, you’ll directly manage the Customer Support Supervisor, Customer Support Officers, and Customer Accounts Officers. You’ll be accountable for delivery against service level agreements (SLAs), escalation handling, roster execution, team performance, and operational stability across the function. As the operational execution lead, you’ll ensure the team is well supported, performance is actively managed, and service standards are embedded in daily practice. You’ll work closely with the Customer Quality & Training Lead and the Customer Process & Improvement Lead. Together, you’ll turn quality, compliance, capability uplift, process improvement, and technology adoption into effective frontline service delivery. This is a Brisbane-based hybrid role, with three days per week in our Head Office and two days per week working from home. What Your Day-to-Day Will Look Like Lead, coach, and mentor the Customer Support Supervisor, Customer Support Officers, and Customer Accounts Officers, setting clear expectations and supporting individual development Align the Customer Support Supervisor’s priorities and day-to-day activities with the broader Customer Operations strategy Partner with the Customer Quality & Training Lead to reflect skills, knowledge, and training needs in day-to-day coaching and capability uplift Oversee day-to-day operations across customer support and customer accounts, including staffing, resource allocation, roster execution, and escalation handling to meet SLAs Monitor and report on KPIs, frontline trends, and customer and employee feedback to identify improvement opportunities and optimise efficiency Maintain day-to-day operating procedures so workflows remain practical, understood, and aligned with approved process standards Identify and support initiatives that improve no-touch and one-touch resolution rates, reduce response times, and enhance customer outcomes Partner with the Customer Process & Improvement Lead to redesign processes, introduce automation, and improve response times within existing systems and platforms Embed service standards and service delivery practices that support a premium, consistent customer experience across all communication channels Collaborate with internal brand, content, marketing, and communications stakeholders, sharing customer insights to align messaging, customer touchpoints, and broader customer operations priorities What You’ll Be Able to Bring to the Role Proven experience in a customer service or customer operations management role Strong leadership and team management skills, with the ability to inspire and motivate a diverse team across multiple functions Excellent communication and interpersonal skills, with the ability to work effectively with customers, employees, and stakeholders at all levels Demonstrated experience managing service operations, including workforce planning, roster execution, SLA monitoring, escalation management, and operational performance reporting Familiarity with customer service technology, automation tools, and artificial intelligence (AI)-enabled solutions and how they can be applied to improve service operations Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions Demonstrated ability to deliver a premium customer experience by maintaining high service standards, resolving customer issues effectively, and improving customer outcomes Flexibility to adapt to changing priorities while managing day-to-day service operations, escalations, and SLA commitments Bachelor’s degree in business administration, communications, or a related field is desirable Key Relationships Customer Quality & Training Lead Customer Process & Improvement Lead Operational Risk & Compliance Manager Compliance & Assurance Lead Growth & Marketing Team Salary Banding $110,000-120,000 + Super. Why Join the Oz Lotteries Team? At Jumbo, we value balance and flexibility. Based in Brisbane and working out of our Head Office, our hybrid working model combines in-office collaboration (three days per week) with WFH work (two days per week). We also offer flexible working hours, with core collaboration times from 10 AM to 2 PM. Life at Jumbo Working at Jumbo comes with some genuine perks. Here's what you can expect: A short-term incentive program that rewards your contributions, dependent on the company's performance Access to our Wellbeing Program, providing counselling and coaching Award-winning talent management programs for career growth and skill-building On-site chefs (Brisbane) offering fresh, gourmet lunches daily and breakfast twice a week A social culture, with activities like lunchtime chess, Jumbo band, corporate games, an indoor rock climbing group, Friday socials, and events celebrating diversity and inclusion Novated Leasing - Origin 360 EV Program Generous parental leave: 14 weeks of paid leave for primary carers and 4 weeks for partners Candidates who are offered a position will be required to complete pre-employment checks through our partner, Checkmate. We are a 2026 Circle Back Initiative Gold Employer – we commit to responding to every applicant.

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Responsibilities

Lead and mentor the customer support and accounts teams to ensure high-quality service delivery and operational stability. Accountable for meeting SLAs, managing escalations, and partnering with quality and process leads to optimize frontline service.