Senior Customer Service Consultant

The Legends Agency; Wes-Kaap; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A leading online betting brand is looking for a Senior Customer Service Consultant to lead a customer service team in Cape Town. The ideal candidate will have over 5 years of experience in the gambling industry, strong leadership skills, and familiarity with UKGC compliance. This hybrid role includes mentoring staff and enhancing the customer experience across messaging channels.

Qualifications

• 5+ years in customer service with leadership experience in the gambling sector.
• Experience handling cases on messaging platforms like WhatsApp.
• Tech-savvy and familiar with support tools and CRMs.

Responsibilities

• Lead and grow a high-performing customer service team.
• Establish service standards and workflows.
• Handle escalated customer cases with urgency.

Skills

Leadership in customer service

UKGC compliance knowledge

Excellent communication

Problem-solving abilities

Experience with messaging platforms

Tools

CRM systems

ABETA betting platform

Responder IO

Job description

About the job Senior Customer Service Consultant

Head of Customer Service

Lead Customer Experience for a Fast-Growing Online Betting Brand, Cape Town-Based

Gambling/iGaming Industry | Market Related Salary | Hybrid (Office-Based) | 9am - 5pm (SA/UK Hours)

About Our Client

Our client is an innovative player in the online betting space, offering a dynamic and engaging platform for sports and casino enthusiasts. With a customer-first approach and a fast-growing footprint, they are setting new standards in the iGaming experience. The company fosters a performance-driven culture, backed by cutting-edge tools and a collaborative team environment.

The Role: Head of Customer Service

This role is a key leadership position focused on shaping and scaling the customer support function. You will oversee a team of agents handling customer interactions across WhatsApp and other messaging channels. The ideal candidate is from the betting/iGaming industry and has experience managing support in high-growth environments. You\'ll work cross-functionally to ensure exceptional service while maintaining compliance with UKGC and responsible gambling guidelines.

Key Responsibilities

• Lead, mentor, and grow a high-performing customer service team
• Establish service standards, KPIs, and workflows for consistency and excellence
• Handle escalated and high-priority customer cases with urgency and empathy
• Collaborate with compliance, trading, and product teams to enhance user experience
• Monitor service quality and performance, using data to identify areas for improvement
• Recruit, train, and onboard new agents in line with business expansion
• Help shape CRM, loyalty, and retention strategies
• Ensure full compliance with UKGC regulations and internal policies

About You

• 5+ years in customer service, with leadership experience in the gambling/iGaming sector
• Experience with WhatsApp-based or messaging platform betting services
• Deep understanding of UKGC compliance and responsible gambling practices
• Familiarity with ABETA betting platform and Responder IO preferred
• Excellent communication skills, articulate, professional, and accent-neutral
• Strong organisational, coaching, and problem-solving abilities
• Comfortable in a fast-paced, customer-centric setting
• Tech-savvy with a good grasp of support tools and CRMs
• Bonus: Passion for sports and betting, exposure to startups or high-growth environments
• Must be based in Cape Town and available for a hybrid working model.
• Ideal backgrounds include experience at Hollywood Bets, Play.co.za, Pokerbet, BetOlimp, Betway, or Ready Play Gaming.