Customer Service Team Lead

Who we are

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

At DGC, we have over 130 talented employees around the world who all share some common traits: integrity, a thirst to succeed, a need for excellence and a relentless focus on creating loyalty beyond reason by delivering an experience second-to-none for our customers. Our focus is on the customer, and we foster loyalty by creating a superior gaming experience powered by data-driven insights.

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 DGC, 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 on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

The role of a Team Lead is integral to the smooth functioning of the Customer Support department. The role will be entrusted with overseeing and guiding a group of Customer Support Agents, ensuring that the business’s objectives, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs) are not only met but consistently exceeded.

The role goes beyond supervision and is responsible for driving operational excellence and customer satisfaction within our business!

What you’ll be doing

As part of your role, your responsibilities will include:

Coaching and Development:

• Ensure all agents are developed and deliver optimal performance.
• Ensure the provision of comprehensive tools and resources to equip agents with the necessary skills and knowledge to effectively handle player interactions.
• Collaborate with the Quality Assurance team to ensure consistency in messaging and service delivery across all customer interactions.
• Develop and maintain effective succession plans to identify and nurture talent within the team.
• Promote a culture of continuous learning and growth environment within the team.

Workflow Management:

• Continually monitor query volumes and highlight any trends to the Operations Manager.
• Ensure that agents are appropriately distributed across different channels (e.g., live chat & email) to address customer needs effectively and efficiently.
• Keep stakeholders informed about any operational issues or player-impacting issues that may arise, providing timely updates and proposing solutions as needed.
• Work to ensure that service levels and response times are within defined SLAs – ensure low abandonment, quick email response, and query resolution.

Communication and Knowledge Transfer:

• Ensure that all Agents on shift are briefed on current issues, priorities, and objectives.
• Conduct regular shift meetings as necessary to reinforce KPIs.
• Promote best practices and provide leadership and guidance to the team.
• Facilitate ad hoc “small group training” and refresher training of Agents when necessary.
• Develop close working relationships with all relevant stakeholders across the business.

Customer Escalation Management:

• Take ownership of formal escalations logged by marketing, banking, risk, and fraud departments.
• Ensure your team applies the correct troubleshooting processes when handling escalations.
• Ensure that all escalations are properly investigated, and that feedback is provided.
• Implement a systematic approach to ensure that players affected by operational issues (such as software being down, promotions not working, etc.) are contacted once issues are resolved.

Operational Management:

• Ensure that operational issues are resolved and that items logged with IT are prioritized.
• Ensure that IT operational issues are handled in an effective manner, using defined protocols.
• Ensure that any issues relating to the product are logged and follow up on resolutions.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Must be at least 21 years of age as per federal, state and local regulations working within the gambling industry,
• A minimum of 1 year Team supervisory experience within a Customer Service environment.
• Relevant degree / diploma within the relevant field.
• Understanding of contact centre systems and call centre technology.
• Proven leadership ability.
• Working knowledge of Excel spreadsheets, graphs, and formulas.
• Excellent verbal communication and numerical skills.
• Ability to teach, coach, and inspire a team of agents.
• Must be comfortable working within a 24/7/365 shift environment.
• Must be able to qualify for licenses and permits required by federal, state, and local regulations (please note a police clearance certificate will be required for this role).
• Candidate must be based in Cape Town.

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Previous experience in the online gaming or casino industry advantageous.

Our values are non-negotiables

Our CREDO is underpinned by core values that are linked to key behavioral competencies.

These competencies are:

• Customer Orientation
• Stress Tolerance
• Problem-Solving Skills
• Relationship Building
• Communication & Writing Skills
• Decision-Making
• Ability to multitask

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at DGC and Super Group. This includes:

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Subsidised Medical Aid and GAP Cover.
• Insurance Benefits (including Group Life and Income Continuation Benefit).
• Funeral Fund & Funeral Fund Top Up.
• Subsidised Retirement Annuities.

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 22 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on!