Customer Support Agent (iGaming)

Initiate International; Wes-Kaap; Hybrid; ZAR 50,000 - 200,000; Full time

Job summary

A dynamic iGaming company in South Africa is looking for enthusiastic Customer Support Agents. This role involves real-time player assistance, ensuring exceptional experiences across support channels. Ideal candidates will have customer support experience, outstanding communication skills, and the flexibility to work shifts in a fast-paced environment. Comprehensive training and opportunities for career growth are offered.

Benefits

Competitive salary

Shift allowances

Training and development

Qualifications

• Experience in customer support, ideally in iGaming, sports, fintech, or digital-first industries.
• Fluency in English; other languages are a bonus.
• Confidence to work in a live-event-driven environment.

Responsibilities

• Provide real-time assistance across multiple support channels.
• Act as the voice of the brand, delivering trusted service.
• Ensure compliance with regulatory requirements.

Skills

Customer support experience

Outstanding communication skills

Problem-solving abilities

Tech-savvy

Education

Matric certificate

Diploma or degree in Business or Communications

Tools

Zendesk

Freshdesk

LivePerson

Job description

Overview

Our client, an ambitious and rapidly growing brand in the iGaming and Sports Betting industry, is seeking enthusiastic Customer Support Agents to join their frontline team.

This is not your average support job its an opportunity to be at the heart of one of the most fast-paced, dynamic industries in the world, where you'll be the voice of the brand and the bridge between players and the business.

As a Customer Support Agent, you'll play a key role in delivering exceptional player experiences, handling queries across live chat, email, phone, and social channels. You'll be trained to become a specialist in products, promotions, and platforms, ensuring every interaction is fast, accurate, and engaging.

In this role, you wont just resolve issues you'll build relationships with players, ensure they feel valued, and contribute directly to loyalty and retention. Every conversation is an opportunity to create a positive impact that drives the brands success.

Key Responsibilities

• Frontline Support
  • Provide real-time assistance to players across multiple support channels (live chat, email, phone, social).
  • Handle a wide range of queries from account and payment issues to technical troubleshooting, bonuses, and promotions.
  • Deliver accurate, professional, and empathetic responses, ensuring first-contact resolution wherever possible.
• Player Experience & Engagement
  • Act as the voice of the brand, delivering service that builds trust and loyalty.
  • Proactively identify opportunities to improve player journeys and share insights with the wider team.
  • Maintain a positive, approachable tone, even under pressure during peak events.
• Compliance & Accuracy
  • Ensure all interactions comply with regulatory requirements, including AML, KYC, responsible gaming, and data protection.
  • Escalate suspicious activity or potential compliance breaches in line with company procedures.
  • Handle sensitive issues such as responsible gaming flags with empathy and discretion.
• Continuous Improvement & Feedback
  • Keep detailed, accurate records of all player interactions in the support system.
  • Flag recurring issues, bugs, or player frustrations to supervisors and product teams.
  • Participate in team meetings, training sessions, and feedback workshops to continuously improve service delivery.

What Our Client Is Looking For

• Experience in customer support, call centres, hospitality, or retail ideally in iGaming, sports, fintech, or digital-first industries.
• Outstanding communication skills written and verbal with fluency in English (other African or European languages a bonus).
• Strong problem-solving abilities with a player-first mindset.
• Confidence and resilience to work in a live-event-driven environment, especially during peak sports seasons.
• Flexibility to work shifts, evenings, weekends, and holidays to support a 24/7 operation.
• Tech-savvy with the ability to quickly adapt to new tools, platforms, and processes.

Qualifications

• Matric certificate required; diploma or degree in Business, Communications, or related field is advantageous.
• 13 years of experience in a customer-facing role.
• Hands-on experience with systems such as Zendesk, Freshdesk, LivePerson, or similar tools preferred.
• Basic knowledge of iGaming, sports, or digital platforms highly advantageous.

Why Join Our Client?

• Be Part of the Action: Work in a high-energy industry where live events and real-time service make every day exciting.
• Training & Development: Full training provided, plus ongoing development to help you grow your skills and career.
• Career Growth: Clear pathways into VIP support, fraud/risk teams, operations, and leadership roles.
• Team Culture: Join a dynamic, collaborative team that thrives on energy, creativity, and service excellence.
• Rewards: Competitive salary, shift allowances, benefits, and recognition for top performers.

This is more than a job its your chance to join a vibrant industry, develop valuable skills, and make a real impact on player experience.

Apply today and step into the world of iGaming and Sports Betting with our client.