Job Description

Cape Town, South Africa

Working Pattern: Must be willing to work shifts, weekends and holidays.

Welcome to Virgin Bet, where innovation meets excitement in the heart of Cape Town! As a proud member of the LiveScore Group, Virgin Bet is on an exhilarating journey to redefine the world of online betting. With our new office opening in Cape Town, we're excited to expand our vibrant team and bring our exceptional services to new heights.



Virgin Bet thrives on providing an unparalleled betting experience that combines cutting-edge technology with a passion for sports. Our culture is built on collaboration, creativity, and diversity, fostering an environment where every employee can make their mark while enjoying the thrill of the game. Join us as we embrace the dynamic spirit of Cape Town and contribute to a brand that pushes boundaries and champions innovation.



If you're ready to embark on an adventure with us, we can't wait to meet you and see how you can help us shape the future of Virgin Bet!

The Role

The Customer Success team's main responsibility is to manage contacts (inbound and outbound calls, emails, social media posts, and chats), KYC, fraud, risk, and payment flows across our Sportsbook platform. This role will involve using third-party KYC providers, as well as using a variety of detection techniques, to identify high-risk accounts, detect unusual activity, investigate, and then close suspicious accounts to reduce risk and prevent revenue losses for the company while also tending to customers via our support channels. The position calls for keen attention to detail, sound judgment, the capacity for multitasking, and the ability to efficiently and promptly manage workload.

Key Responsibilities

Deliver exceptional customer support across multiple channels (calls, email, webchat, social media). Address and resolve customer queries efficiently, escalating complex issues when necessary. Provide clear, accurate, and timely technical and general support to customers. Perform KYC checks and support the verification process, including document review and age/security checks. Monitor and assess potential fraud and suspicious activity using available systems and tools. Maintain accurate records and data entry related to customer interactions and account status. Assist with account administration tasks such as payments, withdrawals, and chargebacks. Follow internal procedures and ensure compliance with regulatory requirements. Contribute to the continuous improvement of customer experience and support operations. Act as a brand ambassador, fostering trust and loyalty through effective communication.

Key Skills and Experience

Experience in the iGaming industry or a related field, with a strong customer service background. Excellent written and verbal communication skills, fluent in English. Familiarity with Anti-Money Laundering (AML) and Responsible Gaming regulations. Ability to manage multiple tasks effectively in a dynamic environment. Strong team player with a proactive, "can-do" attitude and ability to work independently. High level of accuracy and attention to detail, especially in data handling. Experience with KYC, fraud detection, payments, or risk management is a plus. Proficient in Microsoft Office and comfortable with digital platforms and mobile apps. Quick learner with the ability to adapt to new tools, systems, and processes. Comfortable using AI-powered support tools (e.g., automated workflows, chat suggestions, fraud alerts) to enhance efficiency and accuracy.

What can we offer?

Discretionary Company Performance bonus Discovery Medical Aid * Thursday drinks in the office and regular socials