Head of Customer Service

Cape Town, Western Cape
Permanent
Full-time

1 month ago

Head of Customer ServiceLead Customer Experience for a Fast-Growing Online Betting Brand, Cape Town-BasedGambling/iGaming Industry | Market Related Salary | Hybrid (Office-Based) | 9am - 5pm (SA/UK Hours)About Our ClientOur client is an innovative player in the online betting space, offering a dynamic and engaging platform for sports and casino enthusiasts. With a customer-first approach and a fast-growing footprint, they are setting new standards in the iGaming experience. The company fosters a performance-driven culture, backed by cutting-edge tools and a collaborative team environment.The Role: Head of Customer ServiceThis role is a key leadership position focused on shaping and scaling the customer support function. You will oversee a team of agents handling customer interactions across WhatsApp and other messaging channels. The ideal candidate is from the betting/iGaming industry and has experience managing support in high-growth environments. You'll work cross-functionally to ensure exceptional service while maintaining compliance with UKGC and responsible gambling guidelines.Key Responsibilities

Lead, mentor, and grow a high-performing customer service team
Establish service standards, KPIs, and workflows for consistency and excellence
Handle escalated and high-priority customer cases with urgency and empathy
Collaborate with compliance, trading, and product teams to enhance user experience
Monitor service quality and performance, using data to identify areas for improvement
Recruit, train, and onboard new agents in line with business expansion
Help shape CRM, loyalty, and retention strategies
Ensure full compliance with UKGC regulations and internal policies

About You

5+ years in customer service, with leadership experience in the gambling/iGaming sector
Experience with WhatsApp-based or messaging platform betting services
Deep understanding of UKGC compliance and responsible gambling practices
Familiarity with ABETA betting platform and Responder IO preferred
Excellent communication skills, articulate, professional, and accent-neutral
Strong organisational, coaching, and problem-solving abilities
Comfortable in a fast-paced, customer-centric setting
Tech-savvy with a good grasp of support tools and CRMs
Bonus: Passion for sports and betting, exposure to startups or high-growth environments
Must be based in Cape Town and available for a hybrid working model.
Ideal backgrounds include experience at Hollywood Bets, Play.co.za, Pokerbet, BetOlimp, Betway, or Ready Play Gaming.

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