Sportsbook Customer Experience Team Lead

UnifyCX; Ballito; On-site; ZAR 480,000 - 780,000; Full time

Job summary

UnifyCX is seeking an extraordinary Sportsbook Customer Experience Team Lead to coach and develop a team of Associates handling email interactions in South Africa. You will review real tickets, provide actionable feedback, and lead coaching to ensure high-quality, timely resolutions during high-volume periods.

You will oversee training, performance improvement plans, and calibration sessions with the client, driving a customer-first culture while maintaining compliance with policies and

Qualifications

• Minimum of 5 years in a contact center or BPO environment, with at least 1 year in a supervisory or team lead role.
• Proven track record of coaching agents to measurable improvement in quality and performance.
• Experience leading teams that support customers through email, chat, or other digital channels is preferred.
• Experience in a sportsbook, gaming, financial services, or other regulated environment is preferred.
• Experience with quality assurance programs and calibration is preferred.

Responsibilities

• Coach Associates every week through regular one-on-ones, side-by-sides, and reviews of real tickets.
• Give specific, actionable feedback on accuracy, judgment, tone, and resolution – not just speed.
• Coach Associates to investigate issues using account activity, wagering details, and policy rather than following a script, and to resolve them without unnecessary transfers or escalations.
• Support new Associates through training, nesting, and their first weeks live, helping them reach full proficiency as quickly as possible.
• Use quality results and performance data to identify each Associate’s top coaching opportunity and track whether coaching is improving it.
• Participate in quality calibration sessions with the client so coaching matches the client’s quality standards.
• Identify knowledge gaps across the team and work with Training and the Operations Manager to close them.
• Lead, motivate, and support a team of Sportsbook Customer Experience Associates.
• Conduct regular team meetings to share product, promotion, and policy updates.
• Manage schedules, attendance, and adherence to ensure coverage, including during major sporting events.
• Implement and oversee performance improvement plans when coaching alone does not close a gap.
• Track team and individual performance across quality, first-touch resolution, handle time, productivity, and adherence.
• Analyze performance data to find the root causes behind results, and prepare reports for the Operations Manager.
• Ensure Associates follow client policies, procedures, and regulatory requirements in every interaction.
• Handle escalated customer issues and complex inquiries related to wagers, settlement, promotions, and accounts, and use them as coaching moments for the team.
• Identify recurring customer pain points and share insights that can improve processes, tools, and knowledge.
• Foster a customer-first culture where Associates take ownership of every issue.
• Maintain accurate records of coaching sessions, team performance, escalations, and incidents.
• Present team performance, coaching progress, and operational insights to the Operations Manager.

Skills

Coaching teams

Quality improvement

Analytical skills

Written communication

Sports knowledge

Organizational skills

Customer-first mindset

Education

Bachelor’s degree in Business Administration, Management, or a related field

Job description

UnifyCX is growing and we are looking for an extraordinary Sportsbook Customer Experience Team Lead to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!

What Will You Do?

As a Sportsbook Customer Experience Team Lead, your primary job is to coach Associates. You will lead a team of Sportsbook Customer Experience Associates who support customers through email, and you will be measured by how quickly and how well your team learns to investigate issues, make sound judgment calls, and resolve customers’ issues at first contact. This is a hands-on coaching role, not just a supervisory one. You will spend most of your time reviewing real customer interactions, giving Associates specific feedback, and building the Sportsbook knowledge and critical thinking your team needs to own the resolution.

Key Responsibilities

Coaching and Development

• Coach Associates every week through regular one-on-ones, side-by-sides, and reviews of real tickets.
• Give specific, actionable feedback on accuracy, judgment, tone, and resolution – not just speed.
• Coach Associates to investigate issues using account activity, wagering details, and policy rather than following a script, and to resolve them without unnecessary transfers or escalations.
• Support new Associates through training, nesting, and their first weeks live, helping them reach full proficiency as quickly as possible.
• Use quality results and performance data to identify each Associate’s top coaching opportunity and track whether coaching is improving it.
• Participate in quality calibration sessions with the client so coaching matches the client’s quality standards.
• Identify knowledge gaps across the team and work with Training and the Operations Manager to close them.

Team Management

• Lead, motivate, and support a team of Sportsbook Customer Experience Associates.
• Conduct regular team meetings to share product, promotion, and policy updates.
• Manage schedules, attendance, and adherence to ensure coverage, including during major sporting events.
• Implement and oversee performance improvement plans when coaching alone does not close a gap.

Performance And Quality

• Track team and individual performance across quality, first-touch resolution, handle time, productivity, and adherence.
• Analyze performance data to find the root causes behind results, and prepare reports for the Operations Manager.
• Ensure Associates follow client policies, procedures, and regulatory requirements in every interaction.

Customer Experience

• Handle escalated customer issues and complex inquiries related to wagers, settlement, promotions, and accounts, and use them as coaching moments for the team.
• Identify recurring customer pain points and share insights that can improve processes, tools, and knowledge.
• Foster a customer-first culture where Associates take ownership of every issue.

Reporting And Documentation

• Maintain accurate records of coaching sessions, team performance, escalations, and incidents.
• Present team performance, coaching progress, and operational insights to the Operations Manager.

Who Are You?

Education

• Bachelor’s degree in Business Administration, Management, or a related field is preferred.

Experience

• Minimum of 5 years of experience in a contact center or BPO environment, with at least 1 year in a supervisory or team lead role.
• Proven track record of coaching agents to measurable improvement in quality and performance.
• Experience leading teams that support customers through email, chat, or other digital channels is preferred.
• Experience in a sportsbook, gaming, financial services, or other regulated environment is preferred.
• Experience with quality assurance programs and calibration is preferred.

Skills

• Strong critical-thinking and analytical skills, with the ability to use data to decide where to coach.
• Excellent written and verbal communication skills, including the ability to give clear, direct feedback.
• Genuine interest in sports and a willingness to learn US sports and sports betting deeply enough to coach on it.
• Strong organizational and multitasking skills.
• A coach-first mindset: patient, direct, and invested in other people’s growth.
• Motivated and results-driven, with a customer-first mindset.

Additional Requirements

• Ability to stay composed and make sound decisions in high-pressure, high-volume situations.
• Ability to work rotating shifts, including nights, weekends, and holidays, to support a US-based business operating 24/7/365.
• Adaptability and comfort in a fast-paced environment where products, promotions, and priorities change quickly.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.