The Customer Support Manager is responsible for leading and optimising the Customer Support function to deliver a high-quality player experience across all channels. The role ensures compliance with iGaming regulations, responsible gambling requirements, and internal service standards, while driving team performance, efficiency, and customer satisfaction.

Key Responsibilities

Operational Management

• Manage day-to-day customer support operations across live chat, email, and telephone
• Ensure 24/7 or shift-based coverage where applicable
• Monitor queue volumes, response times, and service-level adherence
• Handle escalated customer issues, complaints, and regulator-sensitive cases

People Management

• Lead, coach, and develop Team Leaders and Customer Support Agents
• Conduct performance reviews, coaching sessions, and disciplinary processes in line with labour legislation
• Manage staffing levels, scheduling, leave, and shift planning
• Support recruitment, onboarding, and training of new staff

Compliance & Responsible Gambling

• Ensure all customer interactions comply with licensing conditions, AML, KYC, and Responsible Gambling requirements
• Oversee self-exclusion, affordability, and player protection processes
• Ensure accurate communication of T&Cs, bonuses, and withdrawals
• Work closely with Compliance and Risk teams on investigations and audits

Quality Assurance & Performance

• Implement and manage QA frameworks, call/chat monitoring, and feedback loops
• Drive continuous improvement initiatives to improve CSAT, FCR, and response times
• Analyse customer feedback and complaint trends
• Ensure consistent application of policies and procedures

Systems & Reporting

• Manage customer support tools (CRM, ticketing systems, live chat platforms)
• Produce operational and management reports
• Use data to identify root causes and recommend process improvements
• Support system enhancements and automation initiatives

Cross-Functional Collaboration

• Work closely with Payments, Risk, CRM, Product, and Marketing teams
• Provide customer insight to support product and campaign improvements
• Support launches, promotions, and new market initiatives

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response and Handling Time
• Complaint resolution and escalation rates
• Quality Assurance scores
• Staff attrition and engagement

Qualifications & Experience

• Minimum 3–5 years’ experience in iGaming customer support, with management responsibility
• Strong understanding of casino and/or sportsbook operations
• Experience managing shift-based or 24/7 teams
• Knowledge of South African labour law and HR processes (advantageous)
• Experience working with regulated environments and player protection requirements

Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and conflict-resolution abilities
• Analytical mindset with strong reporting skills
• Ability to work in a fast-paced, high-volume environment
• High attention to detail and strong compliance awareness

Preferred / Advantageous

• Exposure to AML/KYC processes
• Experience with CRM platforms such as Zendesk, Freshdesk, LiveChat, or Salesforce
• Responsible Gambling or Compliance training

Personal Attributes

• Customer-centric and solutions-focused
• Calm under pressure and resilient
• Fair, consistent, and professional in decision-making
• Strong sense of accountability and integrity