Customer Operations Manager

Overview

Welcome to Virgin Bet, where innovation meets excitement in the heart of Cape Town. As a proud member of the LiveScore Group, Virgin Bet is on an exhilarating journey to redefine the world of online betting. With our new office opening in Cape Town, we’re excited to expand our vibrant team and bring our exceptional services to new heights. Virgin Bet thrives on providing an unparalleled betting experience that combines cutting‑edge technology with a passion for sports. Our culture is built on collaboration, creativity, and diversity, fostering an environment where every employee can make their mark while enjoying the thrill of the game.

We are seeking an experienced and proactive Customer Operations Manager to oversee Customer Support, Player Protection, and Gaming Finance for Virgin Bet in Cape Town. The successful candidate will be responsible for enhancing the overall customer experience while ensuring robust compliance, financial integrity, and the safety of our players. This role involves leading and nurturing teams, driving continuous improvement in our operational processes, and balancing exceptional customer service, sound financial management, and strategic AML initiatives to meet our business objectives.

Key Responsibilities

• Lead and manage Team Leaders across Customer Support, Player Protection, and Gaming Finance, providing coaching, performance feedback, and development opportunities.
• Oversee daily operational workflows, including customer interactions, transaction monitoring, financial reconciliation, and the handling of formal complaints.
• Drive the collection and analysis of customer feedback to identify trends and present recommendations that enhance customer satisfaction and player safety.
• Develop and implement training for teams on best practices in customer service, player protection, AML, and financial procedures.
• Ensure all teams are compliant with relevant regulations (customer operations, player protection, financial services), updating internal policies and procedures as needed.
• Collaborate with cross‑functional stakeholders (Legal, Product, Finance) to embed compliant and customer‑centric processes seamlessly across the business.
• Conduct quality assurance checks on customer interactions, investigations, and financial processes, escalating high‑risk findings where necessary.
• Generate timely reports for senior leadership on emerging trends, performance against KPIs, financial insights, and overall compliance status.
• Manage and oversee the customer journey, addressing player safety, responsible gambling, and financial security.

Key Skills and Experience

What can we offer?

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