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 sectorExperience with WhatsApp-based or messaging platform betting servicesDeep understanding of UKGC compliance and responsible gambling practicesFamiliarity with ABETA betting platform and Responder IO preferredExcellent communication skills, articulate, professional, and accent-neutralStrong organisational, coaching, and problem-solving abilitiesComfortable in a fast-paced, customer-centric settingTech-savvy with a good grasp of support tools and CRMsBonus : Passion for sports and betting, exposure to startups or high-growth environmentsMust 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.