Customer Support & Player Protection Team Lead

Customer Support & Player Protection Team Lead

Location : Cape Town

Industry : Online Gaming & Sports Betting

About the Role

Are you ready to take the lead in shaping world-class customer support while protecting players in one of the most dynamic industries? Our client is searching for a Customer Support & Player Protection Team Lead to join their Cape Town team. This role sits at the heart of the business balancing the thrill of fast-paced customer engagement with the critical responsibility of safeguarding players and ensuring compliance with responsible gambling standards.

You will manage and inspire a team of support professionals, ensuring they deliver service that exceeds expectations while maintaining the highest levels of integrity. As a leader, youll not only focus on KPIs and operational efficiency but also on building a culture where customer satisfaction, safer gambling, and compliance are non-negotiable.

This is more than a team lead position its a chance to be a trusted guardian of both customer wellbeing and business reputation.

What Youll Be Doing

Leading from the front : Own the performance of your team, driving excellence in customer service delivery and ensuring departmental KPIs are consistently achieved.

Protecting players and the business : Champion responsible gambling processes, ensuring full compliance with National Gambling Board policies and internal risk management procedures.

Developing people : Mentor, coach, and inspire your team giving them the tools, confidence, and knowledge to grow while fostering a high-performance culture.

Solving problems at scale : Analyse player interactions and operational data, identifying patterns and trends to refine processes, strengthen protections, and improve customer experiences.

Being a culture builder : Create an environment of trust and accountability, where open dialogue and collaboration are encouraged, and continuous learning is the norm.

Driving innovation : Work with key stakeholders to support the roll-out of new services, products, and initiatives, ensuring the team adapts quickly and delivers a seamless experience.

Talent spotting : Play a pivotal role in recruitment, identifying and securing the right talent to keep the team strong and future-ready.

What Were Looking For

Demonstrated experience managing and developing successful teams in a customer support environment.

Strong IT skills and confidence working with CRM systems to monitor, report, and optimise performance.

Solid knowledge of the online gambling landscape and a strong understanding of responsible gaming regulations.

A proven track record of coaching, mentoring, and inspiring individuals to exceed targets and embrace change.

Strong interpersonal skills, with the ability to influence and build trust at every level of the business.

Decisive, solutions-focused, and confident in handling high-pressure situations and competing priorities.

Organised, detail-oriented, and always looking for opportunities to innovate, streamline, and improve.

A passion for customer care, combined with the integrity to protect players and uphold the highest compliance standards.

Why Join?

This is a rare opportunity to step into a role where leadership, responsibility, and impact converge . Youll be part of a forward-thinking organisation that values customer wellbeing as highly as commercial success. Here, youll have the chance to shape the future of customer support, play a critical role in responsible gambling, and make your mark in one of the fastest-growing sectors in Cape Town.