Customer Support Supervisor

About Us

There’s an eternal optimist in all of us who dreams of a big, life-changing lottery win. At Oz Lotteries’ we exist to make this a reality! We bring Australia joy and delight, with more chances to win more often. We offer everyday Aussies the chance to dream and win on a wide range of commercial and charity lotteries. Oh, and we are proudly Aussie-owned and operated!

Owned by ASX-listed company Jumbo Interactive (JIN), Oz Lotteries has operated as an e-commerce lottery retailer since 2005 and was one of the first online retailers. Over the past 20 years, we have grown to have a strong player base who chose our convenient and trustworthy platform to play both popular commercial lotteries such as Powerball and Oz Lotto and charity lotteries, which was (and still is) a point of difference for our brand.

Jumbo Interactive is also a climate-active, carbon-neutral company, reflecting our deep commitment to sustainability.

What you will be doing

As a Customer Support Supervisor you will uphold the high quality of support we provide to customers by; role-modelling our core values, training other team members to provide a high standard of service, and ensuring that customer queries are quickly addressed. While helping to support the Customer Support Manager in the day-to-day running of Customer Support activities, and acts as a delegate for the Customer Support Manager when required.

Permanent Full-time:

based in the office, working 5 days between Monday to Saturday per a roster system (One Saturday per fortnight). The hours vary between 7:30 am-7:30 pm (7.6 hours per day).

What Your Day-to-Day Will Look Like

• Handle complex, critical, or sensitive customer matters, ensuring timely investigation and resolution of complaints.
• Review and maintain a high standard of quality assurance and compliance metrics.
• Provide excellent customer service via our various methods of contact including email, phone, and chat.
• Use business knowledge to investigate, troubleshoot, and resolve customer service queries.
• Support the onboarding and training of new starters, as well as the ongoing training and development of existing Customer Support Officers.
• Maintain professional conduct and ensure Customer Support Officers comply with company guidelines.
• Support day-to-day queries received from Customer Support Officers.
• Proactively maintain knowledge of Responsible Gambling guidelines, Responsible Gambling programs, and Code of Practice requirements at Jumbo.
• Work alongside internal teams for escalations and process improvements.
• Maintain and update relevant documents and procedures relevant to the Customer Support team.
• Support CS Manager in managing the rostering and scheduling of the team, ensuring efficient coverage and optimal staffing levels are maintained with the ability to escalate matters as necessary;

What You’ll Be Able to Bring to the Role

• Proven customer service experience,
• Strong communicator, both verbal and written,
• Confident in dealing with a wide variety of customers,
• Computer skills

Salary Banding:

$65,000 - $73,000 AUD +Super

Initial shortlisted candidates will receive an email link to complete some short online assessments as part of our hiring process.

Why join the Jumbo team?

At Jumbo, we're all about ensuring our team thrives, as a valued member, look forward to:

• An Employee Assistance Program where you can access counselling and coaching sessions to improve your well-being,
• Focus on talent management, including career and skills development
• An onsite chef (Brisbane) who makes a fresh, gourmet lunch every day
• Social activities - Lunchtime chess, corporate games, soccer, Friday get-togethers, The Joe Awards, quarterly team days, loads of events to celebrate DEI,
• Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.

We are a 2025 Circle Back Initiative Gold Employer – we commit to respond to every applicant

Meet the Corporate Services team

Our diverse skillsets span People and Culture, IT, Sales, Marketing, Finance, Legal, Risk, and Investor Relations. We love working in an environment that celebrates intelligent, hard-working people and produces cutting-edge tech. We each play a role in the success of the Jumbo Interactive Group.