Customer Service Team Leader

Job Description

Lead, Empower & Grow with Sports Interaction

Are you an experienced leader who thrives in a fast-paced, people-driven environment? Sports Interaction, part of Entain Canada, is looking for a dynamic and motivated Customer Service Team Leader to join our growing Operations team.

This is an exciting opportunity to step into a key leadership role with one of Canada’s leading online gaming brands and make an immediate impact on our customer service operation.

About the Role

In this role, you’ll lead a team of Customer Service Agents, ensuring operational excellence while fostering a positive, high-performance team culture. We’re looking for a leader who can hit the ground running, with proven experience managing people and delivering results in a fast-paced, service-oriented environment.

You’ll play an important part in supporting our business goals and contributing to the continued growth of Sports Interaction and Entain Canada.

This is a 24 / 7 operation.

The Team Leader schedule for this position is a Sunday to Wednesday workweek, consisting of four 10-hour shifts.

Shift times will rotate and may fall within the following windows:

Example: 7:00 AM – 5:00 PM, or 3:00 PM – 1:00 AM

Flexibility to work various shifts within these windows is required to support the needs of the team and business.

What You’ll Be Responsible For

• Leading, coaching, and supporting a team of Customer Service Agents to meet performance targets and deliver outstanding customer service via live chat, phone, and email, supporting our Casino and Sportsbook customer experience.
• Fostering a culture of accountability, development, and continuous improvement.
• Managing daily team operations, including real-time support, escalations, and service level delivery.
• Collaborating with internal teams to enhance service delivery and the customer experience.
• Contributing to operational strategies that drive growth and success for Sports Interaction and Entain Canada.

Qualifications

• Demonstrated leadership experience in a Customer Service, Contact Centre, or Operations environment.
• Strong people management skills with a focus on coaching and development.
• Excellent communication and problem-solving abilities.
• Experience in fast-paced, high-volume environments.
• Flexibility to work a non-traditional schedule.
• A commitment to fostering a positive and empowered team culture.
• Interest or experience in the online or gaming and sportsbook industry.

Additional Information

What’s In It For You

• A leadership role in a growing, innovative Canadian business backed by a global leader in the gaming industry.
• An opportunity to make an immediate, visible impact in a key role.
• A dynamic, supportive work environment.
• Competitive compensation and benefits.

Our Hiring Process

Our interview process is designed to help us get to know you and give you the chance to learn more about us. It will include:

• Phone Screening with our Recruitment team
• In-person Interview with the Customer Service Manager
• Final In-person Interview with the Director of Operations

Ready to Join Us?

If you are an experienced leader who’s ready to take the next step in your career and help shape the future of customer service at Sports Interaction, we’d love to hear from you.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable, and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected, and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.