Head of Customer Service
Head of Customer Service
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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. Youll 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 Pokerbet BetOlimp Betway or Ready Play Gaming.
Employment Type
Full Time
