Customer Support & Operations Manager

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

Job summary

A fast-growing sports betting operator is seeking a Customer Support & Operations Manager in Cape Town. This senior role demands proven experience in customer support management within the sports betting or iGaming sector. You will lead customer support teams, set performance standards, and optimize operations to enhance customer experience. The role offers competitive pay and career progression opportunities. Ideal for those passionate about sports betting and committed to building high-performing teams.

Benefits

Competitive salary

Benefits package

Career progression opportunities

Qualifications

• Proven experience in Customer Support, Operations, or Service Management within sports betting or iGaming.
• Strong knowledge of sportsbook operations and player lifecycles.
• Demonstrated success in managing high-volume customer support teams.

Responsibilities

• Lead and mentor customer support teams across multiple channels.
• Set performance benchmarks for SLAs, CSAT, response times.
• Design and optimize customer support processes.

Skills

Customer Support Management

Leadership

Analytical Skills

Communication Skills

Stakeholder Management

Process Optimization

Tools

CRM Systems

Ticketing Platforms

Job description

Our client, a fast-growing and highly reputable sports betting operator , is looking to appoint an experienced Customer Support & Operations Manager to lead customer service excellence while driving operational efficiency across the business.

This is a senior, hands-on role for someone who understands the realities of a high-volume, regulated betting environment and knows how to scale teams, processes, and performance without compromising customer experience.

The Role

Reporting into senior leadership, you will take full ownership of customer support operations, combining people leadership, process optimisation, and cross-functional collaboration to deliver a world-class player experience.

You will be expected to set the standard, not simply maintain it.

Key Responsibilities

• Lead, mentor, and develop customer support teams across multiple channels (live chat, email, phone, social).
• Set performance benchmarks for SLAs, CSAT, response times, and resolution rates.
• Own quality assurance frameworks, coaching plans, and continuous improvement initiatives.

Operational Excellence

• Design, implement, and optimise customer support processes and workflows.
• Ensure efficient ticket handling, escalation management, and issue resolution.
• Identify operational bottlenecks and implement scalable, data-driven solutions.

Sports Betting & Player Experience

• Ensure customer interactions align with sportsbook mechanics, promotions, payments, and betting rules.
• Partner with Trading, Payments, Risk, Compliance, and Tech teams to resolve complex player issues.
• Act as the voice of the customer internally, influencing product and process decisions.
• Ensure customer support operations comply with regulatory requirements and internal policies.
• Support responsible gambling initiatives and escalation protocols.
• Maintain accurate reporting and audit-ready documentation.

Reporting & Analytics

• Track, analyse, and report on operational KPIs and customer trends.
• Use data to drive staffing models, performance improvements, and strategic decisions.
• Present insights and recommendations to senior stakeholders.

Key Skills & Experience

• Proven experience in a Customer Support, Operations, or Service Management role within sports betting, iGaming, or online gaming.
• Strong understanding of sportsbook operations, player lifecycles, and betting products.
• Demonstrated success managing high-volume customer support teams.
• Experience working with CRM, ticketing, and customer support platforms.
• Excellent leadership, communication, and stakeholder management skills.
• Highly analytical, process-driven, and commercially aware.
• Comfortable operating in a fast-paced, regulated environment.

Why Join?

• Join a well-established sports betting brand with ambitious growth plans.
• Play a key leadership role with real influence over customer experience and operations.
• Competitive salary and benefits.
• Cape Town–based role with long-term career progression.

If you are passionate about sports betting, obsessive about customer experience, and driven to build high-performing operational teams, this role offers the platform to make a real impact.