Customer Support Team Lead

Initiate International; Wes-Kaap; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A dynamic gaming company in Cape Town seeks a Customer Support & Player Protection Team Lead to manage and inspire a team while ensuring compliance with responsible gambling standards. This role combines customer engagement with safeguarding players' wellbeing, making it critical to both the business and customer satisfaction. The ideal candidate will have extensive experience in customer support management and a strong understanding of responsible gaming regulations.

Qualifications

• Experience managing and developing successful teams in a customer support environment.
• Strong IT skills and confidence working with CRM systems to monitor performance.
• Knowledge of the online gambling landscape and responsible gaming regulations.
• Proven track record of coaching and mentoring individuals to exceed targets.
• Strong interpersonal skills with the ability to influence at every level.

Responsibilities

• Own the performance of the team, driving excellence in customer service.
• Champion responsible gambling processes and ensure compliance.
• Mentor, coach, and inspire team members.
• Analyze player interactions to refine processes.
• Create an environment of trust and accountability.
• Support the roll-out of new services and initiatives.
• Identify and secure the right talent for the team.

Skills

Team management

CRM systems

Understanding of responsible gaming regulations

Interpersonal skills

Problem-solving

Detail-oriented

Passion for customer care

Job description

Overview

Are you ready to take the lead in shaping world-class customer support while protecting players in one of the most dynamic industries?

Our client is searching for a Customer Support & Player Protection Team Lead to join their Cape Town team. This role sits at the heart of the business — balancing the thrill of fast-paced customer engagement with the critical responsibility of safeguarding players and ensuring compliance with responsible gambling standards.

You will manage and inspire a team of support professionals, ensuring they deliver service that exceeds expectations while maintaining the highest levels of integrity. As a leader, you’ll not only focus on KPIs and operational efficiency but also on building a culture where customer satisfaction, safer gambling, and compliance are non-negotiable.

This is more than a team lead position — it’s a chance to be a trusted guardian of both customer wellbeing and business reputation.

What You’ll Be Doing

• Leading from the front: Own the performance of your team, driving excellence in customer service delivery and ensuring departmental KPIs are consistently achieved.
• Protecting players and the business: Champion responsible gambling processes, ensuring full compliance with National Gambling Board policies and internal risk management procedures.
• Developing people: Mentor, coach, and inspire your team — giving them the tools, confidence, and knowledge to grow while fostering a high-performance culture.
• Solving problems at scale: Analyse player interactions and operational data, identifying patterns and trends to refine processes, strengthen protections, and improve customer experiences.
• Being a culture builder: Create an environment of trust and accountability, where open dialogue and collaboration are encouraged, and continuous learning is the norm.
• Driving innovation: Work with key stakeholders to support the roll-out of new services, products, and initiatives, ensuring the team adapts quickly and delivers a seamless experience.
• Talent spotting: Play a pivotal role in recruitment, identifying and securing the right talent to keep the team strong and future-ready.

What We’re Looking For

• Demonstrated experience managing and developing successful teams in a customer support environment.
• Strong IT skills and confidence working with CRM systems to monitor, report, and optimise performance.
• Solid knowledge of the online gambling landscape and a strong understanding of responsible gaming regulations.
• A proven track record of coaching, mentoring, and inspiring individuals to exceed targets and embrace change.
• Strong interpersonal skills, with the ability to influence and build trust at every level of the business.
• Decisive, solutions-focused, and confident in handling high-pressure situations and competing priorities.
• Organised, detail-oriented, and always looking for opportunities to innovate, streamline, and improve.
• A passion for customer care, combined with the integrity to protect players and uphold the highest compliance standards.

Why Join?

This is a rare opportunity to step into a role where leadership, responsibility, and impact converge.

You’ll be part of a forward-thinking organisation that values customer wellbeing as highly as commercial success.

Here, you’ll have the chance to shape the future of customer support, play a critical role in responsible gambling, and make your mark in one of the fastest-growing sectors in Cape Town.