Customer Support Advisor

Initiate International; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A fast-growing sports betting operator in Cape Town is seeking an experienced Customer Support Agent. This role demands prior iGaming or sports betting experience, focusing on customer engagement across various channels. Key responsibilities include managing customer queries, providing guidance on betting products, and ensuring compliance with regulatory requirements. The ideal candidate will demonstrate strong communication skills and a deep understanding of sportsbook dynamics. Join a dynamic environment committed to excellence in service.

Qualifications

• Mandatory experience in iGaming or sports betting customer support.
• Strong understanding of sportsbook products and betting terminology.
• Comfortable working shifts, including weekends and public holidays.

Responsibilities

• Handle customer queries via live chat, email, and other digital channels.
• Provide clear, accurate guidance on sportsbook rules, bet types, and promotions.
• Maintain accurate records of all customer interactions in CRM systems.

Skills

iGaming or sports betting customer support

Understanding of sportsbook products

Excellent written and verbal communication skills

Job description

Our client,.calculated as a well-established and fast-growing sports betting operator, is seeking an experienced Customer Support Agent to join their Cape Town team.

This role is strictly for candidates with prior iGaming or sports betting experience. If you have not worked in an onlineгээр betting, casino, or regulated iGaming environment before, this role will not be a fit.

The Role

You will operate on the front line of player engagement, supporting customers across multiple channels while ensuring a seamless, compliant, and professional betting experience.

This is a high-volume, fast‑paced environment where accuracy, betting knowledge, and customer confidence matter.

Key Responsibilities

Customer Support

• Handle customer queries via live chat, email, and other digital channels.
• Resolve issues related.Handle to accounts, deposits, withdrawals, bonuses, and bets.
• Provide clear, accurate guidance on sportsbook rules, bet types, and promotions.

iGaming & Sports Betting Expertise

• Confidently support customers across sportsbook and betting products.
• Understand betting mechanics, settlement rules, and common player issues.
• Escalate complex betting, payments, or risk‑related matters appropriately.

Compliance & Responsible Gambling

Follow internal procedures, SLAs, and regulatory requirements.

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Identify and escalati on responsible gambling or potential risk indicators.

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Maintain accurate records of all customer interactions in CRM systems.

Performance & Quality

• Consistently meet response time, quality, and accuracy targets.
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• Maintain highArte detail in a regulated environment.
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• Contribute positively to team culture and operational improvements.

Key Skills & Experience

• Mandatory experience in iGaming or sports betting customer support.
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• Strong understanding of sportsbook products, betting terminology, and player journeys.
• Excellent written and verbal communication skills.
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• Comfortable working shifts, including weekends and public holidays.
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