Customer Support Supervisor

We’re looking for we’re looking for a Customer Support Supervisor to join our Digital Engagement team in a remote capacity to work within the CST timezone for the Tuesday - Saturday 3pm - 12AM shift.In this role, you’ll lead and support a high-performing contact center team, ensuring exceptional customer experiences while driving operational efficiency. You’ll oversee day-to-day performance, manage escalations, and coach team members to meet and exceed service targets. If you thrive in fast-paced environments, enjoy leading teams, and are passionate about delivering best-in-class customer support, this is an opportunity to make a meaningful impact on our digital operations.Who We AreExperience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.What We OfferCompetitive compensationProfit sharing program – every role plays a part in our success!Comprehensive Group BenefitsOpportunities for professional developmentTuition reimbursementEmployee & Family Assistance ProgramRemote Work EnvironmentWhat You'll DoOversee daily Contact Center operations, including real-time queue management, staffing optimization, and service level performance.Lead, motivate, and support frontline Customer Support Representatives to achieve individual and team performance goals.Manage escalated customer concerns and complex issues, ensuring timely resolution and a high level of customer satisfaction.Monitor and report on key performance indicators (KPIs) including customer satisfaction, quality assurance, productivity, and average handle time.Deliver coaching, training, and performance feedback to support continuous team development and engagement.Collaborate with cross-functional teams including Operations, IT, Compliance, and Training to resolve operational challenges and improve processes.Support HR-related activities including recruitment, scheduling, performance management, and policy enforcement.Maintain accurate documentation of processes, procedures, and audit controls to ensure compliance and operational consistency.Analyze performance data and trends to identify opportunities for process improvements and increased efficiency.Step in to support leadership responsibilities in the absence of the Operations Manager as needed.Who You AreA strong leader who can motivate, coach, and develop high-performing teamsA confident communicator who can navigate both customer escalations and internal collaborationHighly organized with the ability to manage competing priorities in a fast-paced environmentAnalytical and data-driven, with a strong ability to interpret performance metricsProactive and solution-oriented, with a focus on continuous improvementDetail-oriented with a commitment to quality, compliance, and operational excellenceWhat You'll BringBachelor’s degree in Business Administration, Operations Management, or a related field6+ years of experience in operations within online gaming, fintech, or other regulated industries 3+ years of leadership experience managing a frontline customer support or contact center team Experience with contact center tools such as Zendesk (required) and Five9 (asset) Strong understanding of call center operations, KPIs, and performance managementExperience working with payment, fraud, or identity verification tools (e.g., PayPal, GeoComply, Sift, LexisNexis) is an asset Familiarity with reporting tools or dashboards (e.g., Tableau, Power BI) is considered an asset Lean Six Sigma or similar certification is considered an asset Advanced proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook)Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.Employment is contingent upon a satisfactory response from a Criminal Record Search.