Customer Support Manager

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.

About the role

You’ll lead the customer support function across multiple brands, working closely with the Customer Quality & Training Lead, Customer Process & Improvement Lead, and Customer Accounts function.

You’ll be accountable for day-to-day delivery of responsive, consistent, and high-quality customer outcomes. You’ll directly manage the Customer Support Supervisor and Customer Support Officers, with responsibility for service level agreement (SLA) delivery, escalation handling, roster execution, team performance, and operational stability.

You’ll work closely with the Customer Quality & Training Lead and Customer Process & Improvement Lead. Together, you’ll translate quality, compliance, capability uplift, process improvement, and technology adoption into frontline service delivery.

What will your day-to-day look like?

• Lead, coach, and develop the Customer Support Supervisor and Customer Support Officers, setting clear expectations, supporting individual growth, and fostering an engaged, collaborative team environment.

• Oversee daily customer support operations, including staffing and resource allocation, to ensure the team is appropriately resourced and delivering against SLAs, rosters, and priorities.

• Monitor performance across customer satisfaction, abandonment, speed to answer, first-contact resolution, occupancy, task SLAs, quality, and training completion, then take action where standards are not being met.

• Manage customer escalations and support the team in resolving issues with sound judgment, care, and consistency.

• Hold regular performance and development conversations, recognising strong contributions and addressing performance concerns in a clear, constructive way.

• Ensure the Customer Support Supervisor’s priorities and activities align with the broader Customer Operations strategy.

• Partner with the Customer Quality & Training Lead to turn quality findings, customer feedback, and training needs into meaningful coaching and capability uplift.

• Use service data, frontline feedback and customer insights to identify opportunities to improve processes, reduce effort and deliver better outcomes.

• Work with the Customer Process & Improvement Lead on initiatives that improve response times, increase no-touch and one-touch resolution, and make the customer journey simpler.

• Support the rollout and adoption of new processes and technology, including the implementation of Zendesk callback capability.

• Maintain practical operating procedures, service standards, and protocols that give the team clarity and support a consistent, premium customer experience across all communication channels.

• Work closely with the Customer Accounts function to support effective triage, escalations, and continuity of service. Maintain a working understanding of reconciliations, chargebacks, and prize withdrawals.

• Work closely with Growth & Marketing, brand and content stakeholders, the Operational Risk & Compliance Manager, Compliance & Assurance Lead, and the broader Customer Operations team. Maintain consistent customer messaging, share frontline insights, and resolve cross-functional issues.

What will you be able to bring to the role?

• Proven experience in a customer service or customer operations management role.

• Strong people-management experience, including coaching, performance management, setting clear expectations, and having difficult conversations when required.

• Demonstrated experience managing service operations, including workforce planning, roster execution, SLA monitoring, escalation management, and operational performance reporting.

• A genuine customer-first mindset and commitment to delivering a premium customer experience, with the ability to balance customer needs with sound operational decision-making.

• Confidence in using service data and key performance indicators (KPIs) to identify trends, understand performance, and make practical improvements.

• Strong communication and stakeholder-management skills, with the ability to build effective relationships across teams and levels of the business.

• Familiarity with artificial intelligence (AI), chatbots, and customer-service technologies and their applications in service operations. Zendesk experience is highly regarded, although comparable platforms are transferable.

• The ability to bring calm, sound judgement when managing changing priorities.

• A proactive, solutions-focused approach, with the confidence to bring recommendations forward and see improvements through to implementation.

• Exposure to or a working knowledge of account-related processes such as reconciliations, chargebacks, prize withdrawals, or payment disputes will be highly regarded.

Salary banding: $110,000 to $120,000 + Super.

Our Ways of Working

At Jumbo, we value balance and flexibility. Based in Brisbane and working out of our Head Office in Milton, 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.

Why Oz Lotteries

Working at OzLotteries 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 in Brisbane offering fresh, gourmet lunches daily and breakfast twice a week.

• A social culture with activities like lunchtime chess, Jumbo band, pinball, table tennis, 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. Full Australian unlimited working rights are required for this position.

We are a 2026 Circle Back Initiative Gold Employer, and we commit to responding to every applicant.

As part of our recruitment process, we may use AI tools at various stages. AI supports our hiring teams; it doesn't make any hiring decisions; every decision is made by a person. If a stage of your process for this role involves AI, we'll let you know.