Customer Support Officer

Customer Support Officer We usually respond within two weeks Oz Lotteries exists to give everyday Aussies more chances to dream and win. We're one of Australia's longest-running online lottery retailers, operating since 2005, and we're proudly Aussie-owned and operated. As part of Jumbo Interactive (ASX: JIN), we've built a strong, loyal player base on a platform they trust, offering both popular commercial lotteries like Powerball and Oz Lotto and charity lotteries, a combination that's always set us apart. We're still growing, evolving, and finding better ways to do things. You'll do your best work here if you're comfortable with ambiguity, think laterally and take ownership of your work. You'll also adapt well to change. What Will You Be Doing? You’ll support the day-to-day operation of the inbound contact centre across phone, email, chat, and Help Centre content. This includes helping customers with account access, passwords, Daily Winners enquiries and withdrawals, gathering information about deposits, and ensuring complaints or sensitive matters are escalated promptly. Full-time: 38 hours per week, 10 days per fortnight (in office), on a rotating fortnightly roster across early shifts (8:15 am–4:45 pm), mid-day shifts (9:30 am–6:00 pm), and late shifts (11:00 am–7:30 pm). These rosters also include every second Saturday. Your first three to four weeks will include structured onboarding on common enquiry types, systems and ways of working. You’ll begin with emails, progress to supervised chats, and then move into calls through listening, shadowing and supported practice. You’ll also have a buddy and support from the wider team, with most new starters becoming largely self-sufficient by around three months. What Will Your Day-to-Day Look Like? Help manage the day-to-day operations of the inbound contact centre. Provide excellent customer service through email, chat, phone, and Help Centre articles. Support customers through difficult or sensitive interactions, including responsible gambling matters, and ensure complaints or escalations are identified, documented and raised promptly in line with relevant requirements. Maintain accurate customer account records. Review and process customer deposits that meet the manual review threshold. Manage customer account, password, Daily Winners and withdrawal enquiries; troubleshoot technical issues; record interactions accurately in Zendesk; and make outbound calls as required. Participate in team planning meetings and continuous improvement training. Direct external phone enquiries to the relevant internal department or person. Work collaboratively with Customer Services, Lottery Operations, Marketing Operations, Group Operations, and Platform Management teams, as well as relevant external service partners. What Will You Be Able to Bring to the Role? Previous experience in a customer-focused call centre role, with confidence managing a varied workload across phone and written channels. The ability to troubleshoot and resolve technical issues with customers. Strong verbal communication and excellent written skills. Confidence working directly with customers, including when handling complaints or sensitive matters. Strong attention to detail and accurate record-keeping skills. Comfort working through change and ambiguity, with the ability to receive feedback constructively and contribute thoughtful suggestions for improvement. A productive, team-oriented approach and willingness to ask for support when needed. Experience using a customer relationship management (CRM) platform, such as Zendesk, Freshdesk or Intercom, would be advantageous. Knowledge of the Australian lottery or not-for-profit sectors would be advantageous. Knowledge of responsible gambling principles relevant to handling sensitive customer matters would be advantageous. Experience working with Australian lotteries, art unions, a lottery business, or a vendor to the lottery industry would be advantageous. Why Join Jumbo? Salary: $64,000–$65,500 plus superannuation, Life at Jumbo As a valued Jumbo team member, you can access: A short-term incentive program dependent on company performance. An Employee Assistance Program that provides access to counselling and coaching sessions to support your well-being. Talent management, including career and skills development. An on-site chef in Brisbane who prepares a fresh, gourmet lunch every day. Social activities - Lunchtime chess, corporate games, Jumbo band, table tennis, pool, Friday get-togethers, The Joe Awards, quarterly team days and events celebrating diversity, equity and inclusion (DEI). Internal promotion, lateral transfer, and secondment opportunities, both locally and internationally. We require successful candidates to complete pre-employment checks through our partner, Checkmate. You must have the right to work in Australia to be considered for this role. We are a 2026 Circle Back Initiative Gold Employer – we commit to respond to every applicant. Division Oz Lotteries Department Customer Support Role Customer Support Officer - Full Time Locations Oz Lotteries Remote status Hybrid Yearly salary AUD64,000 - AUD65,500 Employment type Full-time Office Location Brisbane, Qld About Jumbo Interactive Jumbo Interactive Group is an ASX-listed technology company founded in Brisbane in 1995. The Group builds and operates digital lottery and prize draw platforms, supporting lotteries, charities and partners through technology, marketing and data capabilities. With operations across Australia, the UK, Canada and the United States, Jumbo and its subsidiaries process over $1 billion in annual transaction value through their platforms.