Senior Customer Service Consultant, Cape Town

About the job Senior Customer Service Consultant 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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