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Head of Customer Service

Head of Customer Service

The Legends AgencyCape Town, Western Cape, South Africa
30+ days ago
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.
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