Social Media Customer Experience Host

Betway Africa; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Betway Africa is seeking a Social Media Customer Experience Host to be the voice across our social channels, resolving queries, moderating conversations and protecting brand reputation. You’ll respond to inquiries, assist with deposits and account issues, and use Genesys to manage cases.

We value customer focus, digital savviness, and strong written communication. You’ll collaborate with social and marketing teams to deliver outstanding customer experiences and maintain a positive online

Qualifications

• 2–4 years’ experience in customer service, social customer care, community management, or a contact centre environment.
• Diploma or Degree in Communications, Public Relations, Marketing, Journalism, Digital Media, Customer Experience, or a related field is advantageous.
• Excellent written communication skills with the ability to adapt your tone to different situations and audiences.
• Strong understanding of social media platforms, online communities, and digital customer engagement.

Responsibilities

• Respond to customer queries, complaints, comments, and direct messages across Facebook, Instagram, X, and selected third-party platforms such as Trust Pilot, Reddit and other review sites.
• Assist customers with service-related enquiries, including deposits, withdrawals, account access, verification, CRM, promotional, and technical issues.
• Manage and resolve customer cases using Genesys and internal support systems.
• Escalate complex issues to the appropriate teams and ensure timely resolution.
• Monitor, moderate, and engage in online conversations to maintain a positive community environment.
• Login daily to track and analyse customer sentiment, identifying trends, risks, and opportunities that may impact the Betway and Jackpot City brands.
• Respond to brand mentions and reviews across owned and third-party channels, including Trustpilot, Reddit, and App Store Reviews.
• Collaborate with the social media marketing teams to improve the customer experience and provide valuable customer insights.
• Ensure all customer interactions are accurate, professional, compliant, and aligned to the brand’s tone of voice.

Skills

Customer focus

Social media

Communication

Problem solving

Attention to detail

Education

Diploma/ Degree in Communications

Tools

Genesys

Job description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Betway is one of Africa’s leading sports betting and gaming brands, operating across eight markets on the continent. In Africa, we power one of the most engaged sports-betting communities in the country — spanning football, rugby, cricket, tennis and beyond. Our social media presence is central to how we connect with fans, celebrate sport and drive brand love in a fast-moving, competitive market

Who we’re looking for

We’re looking for passionate, customer-obsessed individuals who thrive in fast-paced digital environments and understand the power of every customer interaction.

As a Social Media Customer Experience Host, you’ll be the voice of Betway and Jackpot City across our social platforms, helping customers navigate their queries while protecting and enhancing our brand reputation. Whether you’re resolving a withdrawal query, responding to a customer complaint, moderating a conversation, or identifying emerging sentiment trends, you’ll play a critical role in shaping how customers experience our brands online.

Why we need you

Our customers engage with Betway and Jackpot City around the clock, and social media is often their first point of contact. We need someone who can deliver exceptional customer support, moderate conversations, and manage brand sentiment across our social channels. Your ability to resolve issues, build trust, and protect our reputation will help create positive customer experiences and strengthen our brands every day.

What you’ll do

In this role, you will:

• Respond to customer queries, complaints, comments, and direct messages across Facebook, Instagram, X, and selected third-party platforms such as Trust Pilot, Reddit and other review sites.

• Assist customers with service-related enquiries, including deposits, withdrawals, account access, verification, CRM, promotional, and technical issues.

• Manage and resolve customer cases using Genesys and internal support systems.

• Escalate complex issues to the appropriate teams and ensure timely resolution.

• Monitor, moderate, and engage in online conversations to maintain a positive community environment.

• Login daily to track and analyse customer sentiment, identifying trends, risks, and opportunities that may impact the Betway and Jackpot City brands.

• Respond to brand mentions and reviews across owned and third-party channels, including Trustpilot, Reddit, and App Store Reviews.

• Collaborate with the social media marketing teams to improve the customer experience and provide valuable customer insights.

• Ensure all customer interactions are accurate, professional, compliant, and aligned to the brand’s tone of voice.

This list covers your core responsibilities – with the expectation that you assist the greater service host centre should this be required.

What you’ll bring

We’re looking for someone who is customer-focused, digitally savvy, and passionate about creating positive experiences through every interaction. You’ll bring:

• 2-4 years’ experience in customer service, social customer care, community management, or a contact centre environment.

• Diploma or Degree in Communications, Public Relations, Marketing, Journalism, Digital Media, Customer Experience, or a related field is Advantageous.

• Excellent written communication skills with the ability to adapt your tone to different situations and audiences.

• A strong understanding of social media platforms, online communities, and digital customer engagement.

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Previous copywriting experience with the ability to adapt tone of voice across customer service and brand communications.

• Demonstrated community management experience within the iGaming, Sports Betting, or Digital Entertainment industry.

• Strong understanding of brand reputation management, public relations principles, and sentiment monitoring.

• Proficiency in customer support platforms, CRM systems, and case management tools, including Genesys.

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Customer Focus

• Communication

• Problem Solving

• Community Management

• Resilience

• Attention to Detail

• Collaboration

What you’ll get back

We invest in your growth and wellbeing, so you can bring your best:

• Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast.

• Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.

• Support that has your back. Our Employee Assistance Programme offers resources for you and your family.

Ready to feel superclass?

At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one.

Game on!

*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

*Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

*The perfect place to work, play and grow!