Head of Customer Support – (iGaming & Sports Betting)

Initiate International; Wes-Kaap; On-site; ZAR 80,000 - 100,000; Full time

Job summary

A leading iGaming company is seeking a Head of Customer Support to elevate their international support operations. The role requires 8+ years in customer support leadership, including managing multi-tier support teams. The ideal candidate will have extensive knowledge in KYC and AML processes and a strong background in iGaming or sports betting. This position offers a competitive salary and opportunities for significant career growth.

Benefits

Competitive salary

Performance-based incentives

Career growth opportunities

Qualifications

• 8+ years of leadership in customer support, with 5+ years in a senior global role.
• Proven record in managing multi-tier support teams.
• Experience in iGaming, sports betting, or online financial services.

Responsibilities

• Lead customer support functions globally and across multiple geographies.
• Manage global 24/7 customer support operations.
• Implement best-in-class processes for player queries and account verifications.

Skills

Leadership

Customer support management

Compliance knowledge

KYC and AML processes

Data-driven decision making

Job description

Overview

Our client, a leading name in the iGaming and sports betting industry, is seeking an accomplished Head of Customer Support to oversee and elevate their international support operations.

This senior leadership role demands a strategic thinker who has successfully managed global, multi-tiered support environments while ensuring compliance and customer satisfaction at scale.

Responsibilities

• Leadership & Vision
  • Lead customer support functions across multiple geographies, with responsibility for both first-line (frontline customer interaction) and second-line (specialist and escalations) support teams.
  • Oversee specialist functions including KYC, AML, and player verification units, ensuring seamless integration with general customer service operations.
  • Build, coach, and inspire high-performing teams that deliver consistently excellent experiences across all customer touchpoints.
• Operational Delivery
  • Manage global 24/7 customer support operations across multiple time zones and languages.
  • Drive adherence to SLA, KPI, and compliance obligations while embedding responsible gaming practices.
  • Develop clear escalation pathways between frontline agents, technical support, and compliance teams to resolve issues efficiently.
• Process & Quality Management
  • Implement best-in-class processes for handling player queries, account verifications, fraud checks, and disputes.
  • Continuously refine workflows and knowledge bases to ensure operational scalability and efficiency.
  • Establish reporting frameworks that track team performance, customer satisfaction, and regulatory compliance.
• Technology & Innovation
  • Leverage automation, AI, and advanced CRM/ticketing tools to enhance efficiency and response times.
  • Partner with Product and Risk teams to proactively address recurring issues, ensuring frictionless customer journeys.
  • Keep pace with evolving iGaming and fintech technologies to ensure the company remains competitive in its service delivery.

Requirements

• Extensive leadership experience (8+ years in customer support, with 5+ years in a senior global role).
• A proven track record managing multi-tier support teams, including frontline, escalations, and specialist units (e.g., verification, risk, AML, and fraud prevention).
• Strong background in the iGaming, sports betting, or online financial services sector.
• Hands-on experience running 24/7 international operations in a high-volume, regulated environment.
• Strong knowledge of compliance-related processes, including player verification, KYC, and AML frameworks.
• Excellent leadership, communication, and stakeholder management skills with proven ability to influence at executive level.
• Commercially minded, data-driven, and adept at aligning customer support performance with business goals.

What’s on Offer

• A strategic leadership role with regional and global impact.
• Competitive salary with performance-based incentives.
• Opportunity to shape the future of customer support in a rapidly expanding international iGaming business.
• A fast-moving, entrepreneurial culture with significant scope for career growth.

How to Apply

If you are a seasoned leader with experience driving world-class customer support operations in iGaming and regulated industries, we want to hear from you. Submit your CV along with a short motivation statement highlighting your relevant experience.