Customer Service Manager

Playa Bets; Umhlanga Rocks; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading iGaming company in Umhlanga, KwaZulu-Natal, seeks an experienced Customer Support Manager to lead its customer service team. The role focuses on optimizing support operations using Intercom and managing a team of CS agents to ensure a seamless player experience. Candidates should have over 5 years of management experience in customer support, preferably in the iGaming sector, with strong technical and leadership skills. This full-time position allows for remote or hybrid work arrangements.

Benefits

Competitive salary

Performance-based bonuses

Collaborative work environment

Qualifications

• Minimum 5+ years in customer support management, preferably in iGaming.
• Hands-on experience with Intercom or similar CS platforms.
• Proven expertise in managing workflows, knowledge bases, and AI agents.

Responsibilities

• Oversee a team of CS agents, including recruitment and performance evaluations.
• Manage and enhance the Intercom CS platform to streamline support.
• Develop and refine support workflows for quick resolution times.

Skills

Customer Support Management

Intercom

Data-driven Decision Making

Leadership

Communication Skills

Tools

Zendesk

Freshdesk

Job description

Job Title

Customer Support Manager

Location

Umhlanga, KwaZulu-Natal, South Africa (Remote or hybrid working options will be considered)

Company

Playa Bets – Online Sports Betting & Casino

Reports to

Operations Manager

About Playa Bets

Playa Bets is a dynamic and innovative iGaming company specializing in online sports betting, casino games, and virtual gaming experiences. Based in Durban, KwaZulu-Natal, we are committed to delivering exceptional entertainment and a seamless user experience to our players across South Africa and beyond. Our customer-centric approach drives our success, and we leverage cutting‑edge technology to ensure top‑tier support. We use Intercom as our primary customer support (CS) system to manage interactions, automate processes, and enhance player satisfaction.

Role Overview

We are seeking an experienced Customer Support Manager to lead our CS team at Playa Bets. This role is pivotal in optimizing our support operations using Intercom, with a strong emphasis on efficient workflows, a robust knowledge base, CS bots, AI agents, and effective management of CS agents. The ideal candidate will have a proven track record in the iGaming or high‑volume customer service industry, demonstrating leadership in driving performance, reducing response times, and improving player retention through proactive, tech‑driven strategies. This position requires hands‑on experience with AI tools to enhance automated resolutions and operational efficiency. This is a full‑time position based in Durban, with opportunities for hybrid work arrangements.

Key Responsibilities

• Team Leadership and Management: Oversee a team of CS agents, including recruitment, onboarding, training, performance evaluations, and career development. Foster a high‑performance culture focused on empathy, efficiency, and compliance with iGaming regulations (e.g., responsible gambling guidelines). Motivate the team through regular one‑on‑ones, feedback sessions, and recognition programs.
• Intercom Optimization: Manage and enhance our Intercom CS platform, including configuring workflows, automations, and integrations to streamline support processes and handle high‑volume inquiries related to betting, payments, account issues, and game queries.
• Workflow Design and Improvement: Develop, implement, and continuously refine support workflows to ensure quick resolution times, escalation protocols, and multi‑channel support (chat, email, in‑app messaging). Identify opportunities for process optimization using data‑driven insights.
• Knowledge Base Management: Build and maintain a comprehensive, user‑friendly knowledge base within Intercom, ensuring it covers common player issues, FAQs, troubleshooting guides, and iGaming‑specific topics. Regularly update content based on player feedback, emerging trends, and quality audits.
• CS Bots and AI Agents: Design, deploy, and optimize conversational CS bots and AI agents using Intercom's tools (e.g., Resolution Bot, Custom Bots). Integrate AI‑driven features to handle routine queries, personalise responses, and escalated complex issues to human agents seamlessly. Continuously refine AI agents through prompt optimisation, data enrichment, and performance monitoring to improve automated resolution rates.
• Performance Analytics and Reporting: Monitor key metrics such as CSAT scores, first‑response time, resolution rates, agent productivity, and AI performance using Intercom dashboards and other tools. Generate insights, reports, and recommendations to inform strategic decisions and identify areas for improvement.
• Player Experience Enhancement: Collaborate with cross‑functional teams (e.g., product, marketing, compliance) to proactively address player pain points, implement feedback loops, and ensure support aligns with Playa Bets' brand values. Expand support channels as needed to meet player demands.
• Compliance and Risk Management: Ensure all support activities adhere to South African gambling regulations, data privacy laws (e.g., POPIA), and internal policies to mitigate risks and promote responsible gaming. Oversee crypto‑related support if applicable, including transaction workflows.
• Innovation and Training: Stay abreast of industry trends in CS technology, AI, and iGaming support. Lead training sessions on new tools, best practices, soft skills, and AI coaching for the team. Implement QA procedures, including audits and calibration sessions.

Qualifications and Requirements

• Experience:
• Minimum 5+ years in customer support management, preferably in iGaming, online betting, or a fast‑paced digital industry.
• Hands‑on experience with Intercom or similar CS platforms (e.g., Zendesk, Freshdesk).
• Proven expertise in managing workflows, knowledge bases, CS bots, and AI agents.
• Track record of leading teams of 10+ agents in a high‑volume environment, including remote or distributed teams.
• Experience in the gaming industry, with knowledge of sports betting, casino operations, or crypto integrations.
• Skills:
• Strong technical proficiency in CS software, with a focus on automation, AI integration, and tools like Zendesk or Intercom.
• Excellent leadership and people management abilities, including conflict resolution, motivation techniques, and performance coaching.
• Analytical mindset with experience in data‑driven decision‑making and KPI tracking.
• Superior communication skills, both written and verbal, with the ability to handle sensitive player interactions.
• Knowledge of iGaming specifics, such as betting mechanics, payment gateways, regulatory compliance, and responsible gaming.
• Familiarity with machine learning, NLP, and conversational AI is a strong plus.
• Personal Attributes: Proactive problem‑solver, adaptable to a 24/7 industry, empathetic towards players, and passionate about leveraging technology to enhance customer experiences. Willingness to work flexible hours, including weekends or peaks.

What We Offer

• Competitive salary commensurate with experience.
• Performance‑based bonuses and incentives tied to team metrics and company growth.
• A vibrant and collaborative work environment.

How to Apply

Please send your CV and a brief cover letter summarising your relevant experience to: [e-mail]

Closing date: 01 February 2026