Community Support Coordinator

Hollywoodbets; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A sports betting company in Durban seeks a dedicated professional for a customer service position. The role involves managing social media interactions, responding to customer inquiries, and ensuring brand tone consistency. Candidates should have a Matric qualification and ideally a diploma in Marketing or Communications, with at least 1-2 years of related experience. Embrace the opportunity to join a vibrant team that values creativity and passion while working in a fast-paced environment.

Benefits

Dynamic work environment

Opportunities for growth and learning

Qualifications

• Minimum 1–2 years’ experience in customer service, community management, or social media coordination.
• Valid driver’s license required.
• Flexibility to work shifts, weekends, and public holidays.

Responsibilities

• Monitor and respond to all incoming messages on social media.
• Maintaining brand tone and ensuring respectful conversations.
• Utilize response templates for common queries.

Skills

Communication skills

Attention to detail

Empathy

Problem-solving

Social media familiarity

Time management

Education

Matric (Grade 12)

Diploma/Degree in Marketing or Communications

Tools

Zendesk

Job description

Job Description

• Any other ad hoc duties that might be required.
• Excellent written and verbal communication skills.
• Strong attention to detail and time management.
• Customer-first mindset with a focus on empathy and problem-solving.
• Ability to remain calm and professional in high-pressure situations.
• Familiarity with social media platforms and online community behavior.
• Working knowledge of Zendesk or similar CRM/ticketing tools.

Responsibilities

• Monitor and respond to all incoming messages, comments, and mentions across social media and community platforms.
• Drive sensitive comments to Inbox for the social team to manage.
• Police comments, remove spam content and assist with general customer queries.
• Remove and block frequent violators, e.g.: Spammers or Racist language users.
• Maintain brand tone and consistency in all responses.
• Ensure that community conversations remain respectful, on-topic, and aligned with company standards.
• Adhere to response time targets.
• Utilize approved response templates for common queries (e.g., deposits, withdrawals, login issues) to ensure consistency and accuracy.
• Assist in the creation and editing of written, video, and photo content.
• Identify and elevate issues that require specialist intervention.
• Work closely with internal teams to ensure escalations are resolved promptly and professionally.
• Follow through on escalated cases to confirm resolution with the customer.
• Update ticketing or CRM systems accurately to reflect the outcome.
• Provide feedback to internal teams where recurring issues are identified.
• Interact with users and respond to social media messages, inquiries, and comments.
• Review analytics and create reports on key metrics.
• Any other ad hoc duties that might be required.

Qualifications

• Matric (Grade 12).
• Diploma/Degree in Marketing, Communications, or related field (advantageous).
• Valid driver’s license.
• Overtime and weekend work.
• Flexibility to work shifts, weekends, and public holidays as required by social media activity patterns.
• Minimum 1–2 years’ experience in customer service, community management, or social media coordination.

About Us

Hollywoodbets is a sports and entertainment betting operator that was born and bred in Durban, South Africa. Whether you’re in one of our upmarket retail branches or online, our customers can conveniently place bets in style anytime, anywhere.

We’re proud to partner with local and international legends, from the Hollywoodbets Sharks and Brentford FC to iconic events like the Hollywoodbets Durban July. Being part of our Purple Team means being part of something bigger.

At Hollywoodbets, every day is a chance to learn, grow, and make an impact. We move fast, think big, and work together to turn bold ideas into reality. With passion, creativity, and a shared purpose, we bring our Purple Spirit to everything we do.

The opportunities here are endless. If you’re driven, curious, agile and ready to level up, there’s no limit to how far you can go with the Purple Team!