Customer Automations Lead

In Australia, Dabble has been operating a licensed sportsbook under the NTRWC since 2021. We're here to deliver extraordinary - with a truly 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 also 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!

We are a team of highly driven enthusiasts and we are looking for our next Dabbler to join us as we continue in our journey.

Dabble Culture

• Dress for your day so you can focus on what matters
• Switch up your office, work from home, work from wherever helps you to deliver
• Genuine, like-minded team of visionaries. We welcome ideas big and small!
• Scheduled focus time to encourage deep thought
• Our annual convention, Dabblecon, brings us all together to celebrate our successes and plan continued evolution over the coming year
• Each day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and Focus

Dabble Perks

• A minimum of five weeks of paid annual leave for all Dabblers
• Paid parental leave for both primary and secondary caregiver
• We encourage you to visit our network of offices: sponsored flights available to staff and spouse/immediate family
• Flexibility with working hours to accommodate our cross-country employee base: you are free to manage your own time
• Your wellness is our genuine concern: We sponsor access to the Sonder app for employees and their families with 24/7 support across mental health, medical advice, safety support and more
• Up to 10% annual cash bonus based on Company performance metrics
• Dabble Day Dividend: all Dabblers split the day’s revenue evenly on our birthday each year. You share the workload, why shouldn’t you share the reward?

Overview

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.

Primary Location

This role is currently open to all locations within Australia.

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)
• Understanding of API integrations and basic scripting (e.g., JavaScript, Python, React Native) to help support automation development
• 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

Are you a Dabbler?

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 (eg we prefer openness via public channels to problem solve or ideate on Slack).

A Dabbler uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community. We hold respect for our peers very highly – there is no such thing as a bad idea. We encourage you to think differently, be brave and strive to always raise the bar. Dabble was born out of thought sharing and should tackle growth in the same way. Dabble embraces empowerment of all people at any level of seniority and experience to ‘own their work’ and ‘talk their book’ wherever they can.

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. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.

Remuneration

The advertised salary for this position is $100,000 - $130,000 + Super + Benefits with room to be flexible.