Customer Service Specialist (Responsible Gambling), Cape Town

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Our journey at Betway Africa started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 1000+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.

Who we’re looking for We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway Africa, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you We’re building experiences that wow our customers – and that starts with bold, curious people who want to do work that matters.

If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment.

As a

Responsible Gambling Specialist , you’ll be supporting the delivery of our Customer Interaction Programme, as well as all tasks covering, assisting and protecting our customers to ensure they are gambling responsibly. This will help us excel at creating a safe environment for our customers to stay ahead of the game.

What you’ll do You’ll take ownership of work that gives us our competitive edge, including:

Conducting account reviews to determine whether a Customer Interaction Programme (CIP intervention is required, and which level of intervention based on a thorough review.

Performing appropriate actions on accounts that support Responsible Gambling (RG).

Conducting follow up calls to customers who contact the Customer Call Centre (CSC) threatening suicide or self-harm.

Completing all RG-related inbound emails received from customers and taking the relevant action.

Reviewing RG tasks conducted by the CSC when required and assessing and where necessary.

Provide compliance and Responsible Gambling (RG) process direction and assistance to the CSC.

Informing the RG Team Lead (TL) of any higher-level interventions.

Liaising with the RG Service Manager and the Customer Care Operations Manager when needed.

Actioning ad-hoc escalations and queries.

Reviewing self-exclusion removal requests and executing in line with process.

This list covers your core responsibilities– with plenty of room to stretch, explore and take on new challenges as we grow.

What you’ll bring You’re someone who brings:

Clear, confident communication (written and verbal), and the ability to breakdown complex ideas

A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals

Strong organisational skills and the ability to manage multiple projects without dropping the ball

Exceptional attention to detail and a commitment to high-quality work

Adaptability– you stay sharp, productive and positive in fast‑moving environments

Minimum 12 months working experience in a role that equips you with sound knowledge of the Policy and Procedures.

Ability to identify, analyse and conclude behaviour outside of the normal.

Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope

Exceptional attention to detail, ensuring high standards of quality in all outputs

Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Must be self‑motivated and pro‑active with impeccable problem‑solving skills.

Ability to identify, analyse and conclude behaviour outside of the normal.

Desirable skills you’ve got up your sleeve It would be great if you also have some of the following skills:

In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends

A degree or diploma in behavioural science, legal or regulatory compliance.

Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations

Previous experience in Risk&Fraud

Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards

Experience in developing and executing customer retention strategies

Our values are non-negotiables Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

Ownership and accountability

Initiating action

Resilience

Team orientation

Integrity

What you’ll get back We invest in your growth and wellbeing, so you can bring your best:

Supergrowth is real here.

Our learning and development programmes give you the tools, training and opportunities to level up fast.

Your progress matters . Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.

Support that has your back . Our Employee Assistance Programme offers resources for you and your family.

Group Life Cover

Employee Assistance Programme

Income Continuation Benefit

Leadership Training

Referral Bonus

Medical Aid Benefit

Ready to feel superclass? At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one.

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