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Head of Customer Service
Job summary
A fast-growing online betting brand based in Cape Town is seeking a Head of Customer Service to lead and mentor a high-performing team. The ideal candidate should have extensive experience in the gambling industry, particularly in managing customer service teams and ensuring compliance with regulations. Responsibilities include establishing service standards, handling escalated cases, and collaborating with cross-functional teams to enhance user experience. This role offers a hybrid working model and is designed for someone passionate about customer service and the iGaming sector.
Qualifications
- 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.
Responsibilities
- Lead and grow a high-performing customer service team.
- Establish service standards, KPIs, and workflows.
- Handle escalated customer cases with urgency.
Skills
Tools
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.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.