Director - Customer Service

What are we building? Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position? The Director of Customer Service will report to the VP of Customer Experience and will build and lead the full customer service operation for our Toronto location. This role will establish teams supporting both U.S. and Canadian players from the ground up while ensuring world-class service delivery.

Key responsibilities include:

Ensuring adherence to KPIs, quality standards, performance management, policies, processes, hiring, onboarding, and ongoing training and development

Partnering with internal stakeholders to develop analytics and reporting, operational strategy, workforce management, forecasting, budget planning, and compliance with responsible gambling and regulatory requirements

Collaborating extensively across the organization to enable seamless service delivery

Acting as the senior escalation point and voice of our Canadian customer base to drive successful customer outcomes

Instilling a culture of continuous coaching, team building, and leadership development—specifically elevating managers and supervisors through structured training and development programs

Building a cohesive leadership structure that supports frontline staff, enhances morale, and drives consistent operational performance

What will you do? Your day-to-day responsibilities will include:

Providing senior management experience in ecommerce or digital customer service, particularly in high-volume or fast-growth environments

Bringing direct experience in the online gaming industry , ideally within sportsbook, casino, or regulated iGaming operations, with a strong understanding of player expectations and compliance obligations

Demonstrating high energy and exceptional leadership with a customer- and data-driven mindset

Building high-performing teams from scratch, including hiring, coaching, and developing managers, supervisors, and frontline agents

Developing leadership bench strength through mentoring, succession planning, and structured manager/supervisor development programs

Overseeing medium- to large-scale contact center operations with a strong emphasis on people development and operational excellence

Driving initiatives and strategies to reduce cost per contact, increase one-contact resolution, and elevate customer satisfaction

Providing insights that guide product development and enhance the overall player experience

What are we looking for? Required and preferred candidate skills and experience:

Senior leadership background in digital customer service or ecommerce

Experience in the online gaming/iGaming industry

(sportsbook, casino, or regulated markets preferred)

Strong operational leadership with a proven ability to scale and transform customer service teams

Demonstrated success in manager and supervisor development, leadership coaching, and building strong teams from the ground up

Extensive experience driving a people-first culture that emphasizes coaching, empowerment, and continuous improvement

Analytical mindset with experience using data to drive strategy and performance

Ability to navigate regulatory environments and embed responsible gambling practices

Excellent communication, collaboration, and stakeholder management skills

What’s in it for you? We offer our employees more than competitive compensation. Benefits include:

Competitive pay and benefits

Remote working

A startup culture backed by a secure, global brand

Opportunities to influence decision-making for a best-in-class casino brand

Roster of Uniques We care deeply about every interaction our players have with us. We trust and empower our teams to own and shape the customer experience. Our vision is grounded in fostering a diverse, inclusive workplace where everyone—regardless of background or beliefs—can bring their authentic selves and full range of talent. We celebrate you being you.

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