Job Description

Main job function
The Customer Support Manager is responsible for leading and optimizing the Customer Support function to deliver a high-quality player experience across all channels. The role ensures compliance with iGaming regulations, responsible gambling requirements, and internal service standards, while driving team performance, efficiency, and customer satisfaction.
Qualifications

• Minimum 3-5 years' experience in iGaming customer support, with management responsibility
• Strong understanding of casino and/or sportsbook operations
• Experience managing shift-based or 24/7 teams
• Knowledge of South African labour law and HR processes (advantageous)
• Experience working with regulated environments and player protection
• requirements

Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and conflict-resolution abilities
• Analytical mindset with strong reporting skills
• Ability to work in a fast-paced, high-volume environment
• High attention to detail and strong compliance awareness

Preferred / Advantageous

• Exposure to AML/KYC processes
• Experience with CRM platforms such as Zendesk, Freshdesk, LiveChat, or
• Salesforce
• Responsible Gambling or Compliance training

Personal Attributes

• Customer-centric and solutions-focused
• Calm under pressure and resilient
• Fair, consistent, and professional in decision-making
• Strong sense of accountability and integrity

Criteria
Operational Management

• Manage day-to-day customer support operations across live chat, email, and telephone
• Ensure 24/7 or shift-based coverage where applicable
• Monitor queue volumes, response times, and service-level adherence
• Handle escalated customer issues, complaints, and regulator-sensitive cases

People Management

• Lead, coach, and develop Team Leaders and Customer Support Agents
• Conduct performance reviews, coaching sessions, and disciplinary processes in line with labour legislation
• Manage staffing levels, scheduling, leave, and shift planning
• Support recruitment, onboarding, and training of new staff

Compliance & Responsible Gambling

• Ensure all customer interactions comply with licensing conditions, AML, KYC, and Responsible Gambling requirements
• Oversee self-exclusion, affordability, and player protection processes
• Ensure accurate communication of T&Cs, bonuses, and withdrawals
• Work closely with Compliance and Risk teams on investigations and audits

Quality Assurance & Performance

• Implement and manage QA frameworks, call/chat monitoring, and feedback loops
• Drive continuous improvement initiatives to improve CSAT, FCR, and response times
• Analyse customer feedback and complaint trends
• Ensure consistent application of policies and procedures
• Manage customer support tools (CRM, ticketing systems, live chat platforms)
• Produce operational and management reports
• Use data to identify root causes and recommend process improvements
• Support system enhancements and automation initiatives

Cross-Functional Collaboration

• Work closely with Payments, Risk, CRM, Product, and Marketing teams
• Provide customer insight to support product and campaign improvements
• Support launches, promotions, and new market initiatives

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response and Handling Time
• Complaint resolution and escalation rates
• Quality Assurance scores
• Staff attrition and engagement

Salary
Market related
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.

Skills Required