Job Description

The Customer Support Manager is responsible for leading and managing the customer support function to ensure excellent service delivery, operational efficiency, and high customer satisfaction. This role oversees day-to-day support operations, team performance, quality standards, and continuous improvement across all customer contact channels.

Key Responsibilities

Operational Management

• Oversee daily customer support operations across live chat, email, and calls.
• Ensure adherence to service level agreements (SLAs), response times, and quality standards.
• Manage escalations and ensure timely resolution of complex customer issues.
• Coordinate with internal departments such as Payments, Risk, Trading, IT, or Compliance to resolve customer queries effectively.
• Ensure business continuity during system downtime, including manual processes where required.

People Management

• Lead, coach, and develop team leaders, agents, and support staff.
• Conduct performance reviews, one-on-one sessions, and corrective action where necessary.
• Manage staffing, scheduling, leave, and attendance to support 24/7 or shift-based operations.
• Identify training needs and collaborate with QA or training teams to improve performance.
• Foster a positive, accountable, and customer-focused team culture.

Quality & Performance Management

• Monitor KPIs including CSAT, QA scores, first response time, resolution time, and productivity.
• Implement quality assurance frameworks and improvement plans.
• Analyse customer feedback and support data to identify trends and improvement opportunities.
• Prepare and present regular performance reports to senior management.

Process Improvement & Strategy

• Review and optimise support processes, workflows, and tools to improve efficiency.
• Support the implementation of new systems, policies, or procedures.
• Contribute to customer experience strategy and continuous improvement initiatives.
• Ensure compliance with company policies, POPIA, and relevant regulatory requirements.

Stakeholder & Customer Focus

• Act as a point of contact for internal stakeholders regarding support performance.
• Represent the customer support function in cross-departmental meetings.
• Ensure a consistent, professional, and empathetic customer experience.

Qualifications

• Minimum of 3 – 5 years’ experience in a customer support or contact centre environment.
• Minimum 2 years’ experience in a customer support or contact centre environment in igaming.
• At least 2 years’ experience in a supervisory or management role.
• Experience managing omnichannel support (chat, email, calls).
• Experience working in a 24/7 or shift-based operation is advantageous.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Strong analytical and reporting skills.
• Proficiency with customer support platforms (e.g. Zendesk or similar).
• Ability to work under pressure and manage multiple priorities.
• Strong understanding of customer experience principles.
• Key Performance Indicators (KPIs)
• Customer Satisfaction (CSAT)
• Quality Assurance scores
• SLA adherence and response times
• Escalation resolution efficiency
• Team productivity and attendance
• Staff retention and development
  

Working Conditions

• May require shift work, weekends, and public holidays depending on operational needs.
• onsite work.