Head of Customer Service

SUMMARY:
This role is a key leadership position focused on shaping and scaling the customer support function.

POSITION INFO:

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.