Job Description

Salary Range: R500,000-R800,000, depending on experience
Location: Hybrid, must be Cape Town, South Africa-based
Reports to: VP, Player Success
About the Role
We're looking for a Training & Development Lead to build and run a best-in-class training function for our Support and Compliance teams in Cape Town. This role will be at the heart of how we scale -- creating structured onboarding, upskilling programmes, and career pathways that ensure our people deliver world-class player experiences while meeting regulatory standards.
You'll design and deliver learning frameworks, partner cross-functionally, and use data and feedback to constantly evolve how we train, coach, and develop our people.
Key Responsibilities
Onboarding & Induction

• Own the end-to-end onboarding programme for new hires across Support and Compliance.
• Build engaging induction materials that set the standard for Midnite culture, knowledge, and performance expectations.

Training Design & Delivery

• Develop modular training programmes covering technical knowledge, product, compliance, customer experience, and soft skills.
• Deliver a mix of classroom, digital, and on-the-job learning, supported by role-specific playbooks.
• Partner with subject matter experts (SMEs) to keep content accurate and up to date.

Coaching & Development

• Introduce frameworks for ongoing coaching, 1:1 development, and skills assessments.
• Equip managers and team leads with the tools to deliver consistent, high-quality coaching.
• Support the rollout of QA insights (e.g. Scorebuddy) into training interventions.

Cross-Functional Collaboration

• Work closely with Compliance to embed regulatory training requirements.
• Partner with Performance & WFM to align training with performance gaps and efficiency needs.
• Feed into People/HR on career progression, recognition, and learning strategy.

Measurement & Reporting

• Define success metrics for training effectiveness (speed to competency, QA scores, error reduction, player experience impact).
• Report regularly to leadership on training ROI and future needs.

Success Measures

• Reduced speed-to-competency for new hires.
• Improved QA scores and first-time resolution across Support.
• Demonstrable uplift in compliance accuracy and reduced regulatory errors.
• Positive feedback from agents and managers on training quality and accessibility.
• Clear training documentation/playbooks embedded across teams.

What We're Looking For

• Experience in training, learning & development, or enablement roles -- ideally within customer operations, gaming, or compliance-heavy industries.
• Strong facilitation, coaching, and curriculum design skills.
• Ability to translate complex compliance or product details into simple, practical training.
• Data-driven mindset with experience measuring training effectiveness.
• Excellent stakeholder management and cross-team collaboration skills.
• Creative and proactive approach to learning -- always looking to innovate.

What's in it for you:

• Shape our future: Play a key role in our team's success, where your voice matters, and you'll have a direct impact on shaping Midnite's future.
• Connect and unwind: Take part in our quarterly gatherings where our community comes together to bond and have fun.
• Comprehensive health coverage: Look after your well-being with our outstanding zero-excess health insurance plan, which includes optical and dental coverage.
• Pension finder: Access to a pension pot finder service to help you keep track.
• Simplify life: Take advantage of our nursery salary sacrifice scheme, allowing you to conveniently pay your child's nursery fees straight from your paycheck.
• Work-life balance: Enjoy 25 paid holidays a year, plus generous paid maternity, paternity, and adoption leave, supporting you during life's most important moments.
• Financial advice: You'll get access to expert financial advice and guidance.
• Productive home office: We provide everything you need for a comfortable and ergonomic home setup, ensuring you're as productive as possible.
• Flexible working: We embrace flexible working, allowing you to adjust your schedule when life's unexpected moments arise.
• Latest tech made easy: With our salary sacrifice schemes, you can upgrade to the latest gadgets, household items, and mobile tech without the upfront cost.
• Exclusive perks: Enjoy a wide range of discounts on retailers, groceries, and subscriptions, making life a little more affordable.
• Grow with us: Expand your skills through internal and external learning opportunities while benefiting from access to mentorship programs that support your development.
• Transparent compensation: We provide competitive pay with clear team bandings and salary grids, ensuring that salary discussions are simple and fair.
• Constructive feedback: We foster a transparent culture, encouraging individual feedback and review sessions to help everyone improve.

At Midnite, we're committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.
We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.

Skills Required