Director - Customer Service
Top Benefits
About the role
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.
About Hard Rock International
Hard Rock International (HRI) is one of the most globally recognized companies with venues in over 70 countries spanning 265 locations that include owned/licensed or managed Rock Shops®, Live Performance Venues and Cafes. HRI also launched a joint venture named Hard Rock Digital in 2020, an online sportsbook, retail sportsbook and internet gaming platform. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s largest and most valuable collection of authentic music memorabilia at more than 86,000 pieces, which are displayed at its locations around the globe. Hard Rock Hotels has been honored with Outstanding Guest Satisfaction and above for four consecutive years among Upper Upscale Hotels in J.D. Power’s North America Hotel Guest Satisfaction Study and in 2022, the iconic brand was ranked as the number one brand for the second year in a row. HRI is the first privately-owned gaming company designated U.S. Best Managed Company by Deloitte Private and The Wall Street Journal for the second year. Hard Rock was also honored as one of Forbes’ Best Employers for Women, Diversity and New Grads and a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry. In 2021, Hard Rock Hotels & Casinos received first place ranking in the Casino Gaming Executive Satisfaction Survey conducted by Bristol Associates Inc. and Spectrum Gaming Group for six of the last seven years.
We are committed to fostering diversity, equity and inclusion. DE&I aims to address the needs of all team members – including Native Americans, women, LGBTQ+ community, people of color (BIPOC), people with disabilities and military veterans.
Diversity: is the celebration of differences and leveraging those difference to produce stellar results.
Equity: is a process of seeking fairness through deliberate and intentional actions.
Inclusion: is when everyone has the freedom and comfort to express their thoughts, ideas, and opinions in a safe, trusting, and open environment.
Director - Customer Service
Top Benefits
About the role
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.
About Hard Rock International
Hard Rock International (HRI) is one of the most globally recognized companies with venues in over 70 countries spanning 265 locations that include owned/licensed or managed Rock Shops®, Live Performance Venues and Cafes. HRI also launched a joint venture named Hard Rock Digital in 2020, an online sportsbook, retail sportsbook and internet gaming platform. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s largest and most valuable collection of authentic music memorabilia at more than 86,000 pieces, which are displayed at its locations around the globe. Hard Rock Hotels has been honored with Outstanding Guest Satisfaction and above for four consecutive years among Upper Upscale Hotels in J.D. Power’s North America Hotel Guest Satisfaction Study and in 2022, the iconic brand was ranked as the number one brand for the second year in a row. HRI is the first privately-owned gaming company designated U.S. Best Managed Company by Deloitte Private and The Wall Street Journal for the second year. Hard Rock was also honored as one of Forbes’ Best Employers for Women, Diversity and New Grads and a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry. In 2021, Hard Rock Hotels & Casinos received first place ranking in the Casino Gaming Executive Satisfaction Survey conducted by Bristol Associates Inc. and Spectrum Gaming Group for six of the last seven years.
We are committed to fostering diversity, equity and inclusion. DE&I aims to address the needs of all team members – including Native Americans, women, LGBTQ+ community, people of color (BIPOC), people with disabilities and military veterans.
Diversity: is the celebration of differences and leveraging those difference to produce stellar results.
Equity: is a process of seeking fairness through deliberate and intentional actions.
Inclusion: is when everyone has the freedom and comfort to express their thoughts, ideas, and opinions in a safe, trusting, and open environment.