Customer Support Agent

Initiate International; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A well-established sports betting operator in Cape Town is looking for an experienced Customer Support Agent. This role demands prior iGaming or sports betting support experience, where you will assist customers across various channels while ensuring compliance and professionalism. Responsibilities include handling customer queries, providing guidance on betting products, and contributing to the team culture. If you possess strong communication skills and are comfortable with shift work, apply to join this dynamic team.

Qualifications

• Prior experience in iGaming or sports betting customer support is mandatory.
• Strong understanding of sportsbook products and betting terminology.
• Excellent written and verbal communication skills are essential.

Responsibilities

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

Skills

iGaming experience

customer support

sports betting knowledge

excellent 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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