Customer Support Agent & Sportsbook & Casino

Initiate International; Wes-Kaap; On-site; ZAR 180 000 - 220 000; Full time

Job summary

A prominent iGaming company is seeking a Customer Support Agent in South Africa, Wes-Kaap. This role involves delivering professional support for their online sportsbook and casino platform in compliance with regulatory standards. Responsibilities include assisting customers with account-related queries and ensuring high service quality. Ideal candidates will have a matric qualification and experience in iGaming or regulated environments, plus excellent communication and problem-solving skills. Shift work may be required in a 24/7 operation.

Qualifications

• 1–3 years experience in online sportsbook, casino, or iGaming support is essential.
• Experience working in a regulated environment is advantageous.

Responsibilities

• Provide prompt, accurate, and professional support via live chat, email, and telephone.
• Resolve customer complaints and escalations in line with approved internal procedures.
• Maintain high service standards and customer satisfaction levels.

Skills

Excellent verbal communication

Strong customer service

Problem solving

Attention to detail

Basic understanding of sports betting markets

Strong computer literacy

Education

Matric (Grade 12)

Job description

Overview

Our client is a licensed iGaming and sports betting operator with an established presence in South Africa, operating a fully regulated online sportsbook and casino platform. With a strong focus on player protection, regulatory compliance, and service excellence, they are continuing to build out their customer support function in Cape Town.

They are seeking a Customer Support Agent who understands that in a regulated betting environment, customer service is not just about answering queries — it is about accuracy, fairness, compliance, and protecting the integrity of the business.

The Role

The Customer Support Agent is responsible for delivering professional, compliant, and customer-focused support to players using the online sportsbook and casino platform. The role requires consistent adherence to regulatory requirements while ensuring a positive and fair customer experience across all support channels.

Key Responsibilities

• Provide prompt, accurate, and professional support via:
• Live chat
• Email
• Telephone
• Messaging platforms
• Assist customers with:
• Account registration and verification
• Deposits, withdrawals, and payment-related queries
• Sports betting markets, odds, and bet settlement
• Casino games, gameplay rules, and basic technical queries
• Promotions, bonuses, and wagering requirements
• Resolve customer complaints and escalations in line with approved internal procedures
• Maintain high service standards, response times, and customer satisfaction levels

Regulatory, Compliance & Responsible Gambling

• Operate strictly in accordance with:
• WCGRB licence conditions
• Approved Internal Control Procedures (ICPs)
• Company policies and procedures
• Apply Responsible Gambling principles at all times, including:
• Identifying indicators of problem gambling
• Assisting customers with limits, self-exclusions, and cooling-off requests
• Escalating concerns to the Responsible Gambling Officer
• Support AML and KYC processes by:
• Assisting with verification-related queries
• Identifying and escalating suspicious or unusual activity
• Ensuring no account assistance is provided before required verification is completed
• Maintain confidentiality and protect customer data in line with POPIA requirements

Platform & Technical Support

• Log and escalate platform, payment, odds feed, or game-related issues to relevant internal or third-party teams
• Perform basic troubleshooting for customer-side technical issues
• Communicate system outages, incidents, or delays clearly and professionally to customers

Record Keeping & Reporting

• Accurately record all customer interactions within the CRM or support system
• Document complaints, disputes, and escalations for audit and regulatory review
• Support internal reporting requirements for compliance, disputes, and operational reviews

Minimum Requirements

Qualifications & Experience

• Matric (Grade 12) – essential
• 1–3 years experience in online sportsbook, casino, or iGaming support
• Experience working in a regulated environment is advantageous

Skills & Competencies

• Excellent verbal and written communication skills
• Strong customer service and problem-solving ability
• High attention to detail and accuracy
• Ability to work under pressure and manage multiple queries simultaneously
• Basic understanding of sports betting markets and casino games (training provided)
• Strong computer literacy and ability to learn betting platforms quickly

Compliance & Personal Attributes

• High ethical standards and integrity
• Strong understanding of confidentiality and regulatory compliance
• Willingness to work shifts, weekends, and public holidays in a 24/7 betting environment
• Calm, professional, and composed when dealing with dissatisfied or distressed customers

Key Performance Indicators (KPIs)

• Customer satisfaction and quality scores
• First-response and resolution times
• Compliance with Responsible Gambling and AML/KYC procedures
• Accuracy and consistency of information provided
• Adherence to internal policies and WCGRB requirements

This role is well suited to a detail-driven, customer-focused professional who understands the importance of regulatory discipline in iGaming and takes pride in delivering service that stands up to scrutiny from both players and regulators.