Head of Customer Service, Cape Town

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 experienceMonitor 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 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 abilitiesComfortable 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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