Job Description:
Our client, a well-established and growing sports betting operator, is looking to appoint an experienced Customer Support Team Lead to oversee day-to-day support operations and drive performance across a front-line customer support team.
This role requires proven iGaming or sports betting experience. Candidates without prior exposure to an online betting or regulated iGaming environment will not be considered.
The Role
As Customer Support Team Lead, you will sit between Agents and Management, ensuring consistent service quality, operational discipline, and team performance in a high-volume sportsbook environment.
This is a hands-on leadership role — you will coach, monitor, support, and lead by example.
Key Responsibilities
Team Leadership
- Lead, coach, and support a team of Customer Support Agents.
- Manage daily workloads, shift coverage, and real-time performance.
- Conduct regular coaching sessions, quality reviews, and performance feedback.
- Act as the first point of escalation for complex customer issues.
Customer Support Operations
- Ensure SLAs, response times, and quality standards are consistently met.
- Oversee accurate handling of betting, account, payments, and bonus-related queries.
- Support the team during peak betting periods and major sporting events.
iGaming & Sports Betting Expertise
- Provide guidance on sportsbook rules, bet settlement, promotions, and player disputes.
- Assist with escalations involving trading, payments, risk, or compliance.
- Ensure consistent and accurate communication aligned with betting rules and policies.
Compliance & Responsible Gambling
- Ensure team adherence to regulatory requirements and internal procedures.
- Identify and escalate responsible gambling concerns or potential risk indicators.
- Support audits, reporting, and documentation where required.
Reporting & Continuous Improvement
- Track team KPIs including quality scores, response times, and resolution rates.
- Identify training gaps and contribute to onboarding and refresher training.
- Provide operational feedback to management to improve tools, processes, and workflows.
Key Skills & Experience
- Mandatory experience in iGaming or sports betting, ideally within customer support.
- Previous experience as a Team Lead, Senior Agent, or Acting Team Lead.
- Strong understanding of sportsbook products, betting mechanics, and player journeys.
- Confident handling escalations and performance conversations.
- Excellent communication, coaching, and organisational skills.
- Comfortable working shifts, including weekends and public holidays.
Why Join?
- Join a reputable sports betting brand with a strong operational foundation.
- Step into a leadership role with clear progression to management.
- Work in a fast-paced, performance-driven environment.
- Competitive salary and benefits.
- Cape Town–based role within a regulated sportsbook operation.
If you already know sports betting, enjoy leading people, and thrive in high-pressure environments where standards matter, this is a strong next step in your iGaming career.