At a Glance
- Tasks: Lead automation strategies to enhance customer service and improve efficiency.
- Company: Join Dabble, a dynamic sportsbook delivering immersive betting experiences.
- Benefits: Flexible work options, competitive salary, wellness support, and generous leave policies.
- Other info: Remote-friendly culture with opportunities for career growth and team collaboration.
- Why this job: Make a real impact in a fun, collaborative environment with innovative technology.
- Qualifications: Experience in automation workflows and strong communication skills required.
The predicted salary is between 100000 - 130000 $ per year.
Dabble has been operating a licensed sportsbook under the NTRWC since 2021, delivering an extraordinary and immersive socialised betting experience designed to provide evolutionary entertainment to our punters via genuine interaction and engagement.
We have office hubs in Darwin, Melbourne, Brisbane, Sydney, Adelaide, and Albury. While we support remote-friendly work, we encourage our people to take advantage of our national network of offices, offering cross-office sponsored flights year-round to promote collaboration and connection.
Our global operations span multiple markets, including our innovative Daily Fantasy Sports app servicing the United States which launched in 2023, and our latest launch into the UK in May 2025.
A key member of the Customer Operations team, the Customer Automations Lead will drive the development, implementation, and optimisation of automation strategies within the Customer Service function. This role is pivotal in enhancing customer experience, improving operational efficiency, and reducing response times through advanced automation tools, with a strong emphasis on leveraging Intercom as a core platform.
The successful candidate will lead a team (or work independently, depending on structure) to design and manage automated workflows, chatbots, and integrations that align with the organisation's customer service objectives and regulatory requirements in the wagering industry.
Responsibilities:
- Develop and execute a comprehensive automation strategy for the Customer Service function, aligning with business goals and wagering sector regulations.
- Lead the design, implementation, and continuous improvement of automated workflows, chatbots, and self-service solutions using Intercom and complementary tools.
- Collaborate with cross-functional teams (e.g., IT, Product, Compliance) to ensure seamless integration of automation solutions.
- Monitor and report on automation performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT).
- Manage, mentor, and guide a team of customer service or automation specialists (if applicable) to deliver high-quality automation outcomes.
- Set clear performance goals and provide regular feedback to ensure team alignment with organisational objectives.
- Design automation solutions that enhance the end-to-end customer journey, from onboarding to issue resolution, while maintaining a human touch where needed.
- Analyse customer interaction data (via Intercom or other analytics tools) to identify pain points and opportunities for automation.
- Stay informed about industry trends, emerging automation technologies, and competitor practices in the wagering sector.
- Handle ad hoc Risk or other company roles as required, ensuring measurable completion and impact.
Skills & Qualifications:
- Proven track record of designing and managing automation workflows in a high-volume customer service environment or equivalent.
- Advanced proficiency in Intercom or equivalent (e.g., configuring bots, workflows, integrations, analytics).
- Demonstrated ability to lead projects or teams, with strong stakeholder management and communication skills.
- Experience with CRM systems, helpdesk platforms, or other customer service tools (e.g., Intercom, Zendesk, Salesforce, HubSpot).
- Strong data analysis skills to interpret customer interaction data and derive actionable insights.
- Experience in the wagering, gaming, or a highly regulated industry is highly desirable.
A Dabbler's attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps. A Dabbler is always a team player, with a willingness to share with and learn from others. Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member.
A fulfilling life extends beyond work, and we encourage our employees to prioritise self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges.
Remuneration:
The advertised salary for this position is $100,000 - $130,000 + Super + Benefits with room to be flexible.
Customer Automations Lead in Adelaide employer: Dabble
Dabble is an exceptional employer that fosters a vibrant and inclusive work culture, encouraging collaboration across its national network of offices. With generous benefits such as five weeks of paid annual leave, flexible working hours, and a strong focus on employee wellness, Dabble empowers its team members to thrive both personally and professionally. The Assurance Lead role offers unique opportunities for growth and hands-on experience in a dynamic environment, making it an ideal place for those seeking meaningful and rewarding employment.
