Job Description

• • Head of Customer Service

    Lead Customer Experience for a Fast-Growing Online Betting Brand, Cape Town-Based

    Gambling/iGaming Industry | Market Related Salary | Hybrid (Office-Based) | 9am - 5pm (SA/UK Hours)

    About Our Client

    Our 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 Service

    This 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.