What's in it for you?
Are you a maestro of making things happen? Are you a change management champion with a love of the crypto and the web3 world? Do you have a passion for delivering unforgettable projects on time and budget? Then look no further as we may have the perfect role for you. We are on the hunt for an Implementation & Change Specialist to join our Operations team to help optimize our processes and procedures! If you're an ambitious Change and Delivery professional with a passion for online gaming then this is the perfect role for you!
Your role with us
Your mission should you choose to accept it, will be to play a pivotal role in driving operational excellence and supporting the strategic initiatives at Easygo. The purpose of this role is to support the Operations team from a Project and Change management perspective. You will align organizational goals with day-to-day operations, optimize resources, enhance team efficiency and performance, facilitate cross-functional collaboration, and ensure effective change and project management. Your role will focus on data analysis, performance reporting, agent engagement, process improvement and cross team collaboration.
Who are we?
At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the iGaming industry, including Stake.com, Kick.com and Twist Gaming. Stake is the world's largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games. Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies.
Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 200+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.
Click play, on your career today!
What you'll do:
- Strategic Alignment Support:
Assist in understanding and aligning team priorities with the company's strategic expansion plan and requirements to support organizational goals and objectives. - Data Analysis and Resource Planning Support:
Conduct data analysis of ticket volume and team performance to support resource planning and allocation decisions for optimal efficiency. - Performance Metrics Reporting Assistance:
Support the generation of comprehensive agents performance reports, including team-specific metrics reports. - Agent Engagement and Process Improvement Support:
Participate in efforts to gather agents pain points and issues through interviews and meetings. Assist in analyzing ticket categories and handling times to identify areas for improvement and contribute to the development of initiatives to enhance teams performance and efficiency. - Cross-Functional Collaboration Assistance:
Collaborate with other departments and teams to understand changes, requirements, and initiatives. Provide support in coordinating and executing cross-functional efforts to minimize disruptions and ensure smooth implementation within the Customer Operations department. - Project Management Support:
Assist in utilizing JIRA to track all projects and initiatives within the Customer Operations department and cross-functional projects. Contribute to the regular updates of the JIRA board to ensure transparency and accountability in project management.
What you'll bring:
- Minimum 2 years in a customer experience or change/project/product/BA role
- Strong understanding of project, change and operation management best practices
- Ability to understand and balance business requirements with customer needs and operational
challenges - Strong communication and collaboration skills
Bonus points if:
- Bachelor's degree in Business, Marketing, Psychology or a similar field
- Experience with CX technology solutions like CRM or customer support systems
- Experience in e-commerce or SaaS industry
- Experience working in regulated markets, especially gambling
Qualities or behaviours
- Customer-Focused: Empathetic and passionate about delivering exceptional customer experiences.
- Analytical: Able to analyze complex data to inform decisions.
- Detail-Oriented: Attention to detail in recognizing customer needs and pain points.
- Collaborative: Ability to work with multiple departments to achieve common goals.
- Results-Driven: A focus on achieving measurable outcomes.
- Proactive: Ability to identify and solve problems before they arise.
- Continuous Learner: Up-to-date with the latest in customer experience trends and technologies.
Some of the perks of working for us:
- EAP access for you and your family
- A full-time barista who will make you coffee, tea and fresh juices
- Daily catered breakfast
- Massage Wednesdays - we get professionals to do this!
- Team lunches and happy hour in the office from 4pm on Fridays
- Fun office environment with pool tables, table tennis and all your favourite gaming consoles
- Paid volunteer day
- Flexible working hours
- Help yourself to the drinks fridges and snack shelves
“We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant”
We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.
