Head of Customer Support

3 days ago


Cape Town, Western Cape, South Africa Initiate International Full time

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Director of Middle East & Africa - M&A Advisory | Business Consulting | Recruitment in iGaming, Fintech & Payments

Are you a strategic and hands-on leader in customer support, passionate about delivering exceptional player experiences in the dynamic world of iGaming? Do you excel in managing high-performing support teams, optimising processes, and leveraging technology to enhance service delivery?

Our client, a leading online gaming operator, is looking for a Head of Customer Support to lead their first and second-line support teams. In this role, you will drive operational excellence, streamline support workflows, and elevate service standards to ensure players receive top-tier service.

Key Responsibilities:

  • Lead, mentor, and develop a high-performing customer support team, fostering a culture of excellence and continuous improvement.
  • Oversee and enhance first and second-line support operations, ensuring fast and effective issue resolution.
  • Develop and implement customer support strategies that improve response times, efficiency, and player satisfaction.
  • Monitor key performance indicators (KPIs) and service level agreements (SLAs) to drive ongoing improvements.
  • Leverage CRM systems, automation tools, and AI-driven solutions to optimise workflows and enhance support capabilities.
  • Work closely with risk, fraud, and compliance teams to uphold responsible gaming and security standards.
  • Act as the link between customer support, product, and development teams to ensure seamless resolution of player concerns.
  • Stay ahead of industry trends, player behaviours, and emerging technologies to continuously refine support strategies.

What We're Looking For:

  • 5 to 8 years' experience in a senior customer support leadership role within iGaming, sports betting, or online entertainment.
  • Proven ability to lead and scale support teams in a high-volume, fast-paced environment.
  • Strong expertise in first and second-line support management, with a deep understanding of player needs and service optimisation.
  • Hands-on experience with CRM systems, automation tools, and data-driven service improvements.
  • A player-first mindset, with excellent communication, problem-solving, and conflict-resolution skills.
  • Strong understanding of compliance, responsible gaming, and industry best practices.
  • Ability to build cross-functional relationships and collaborate with product, tech, and risk teams to enhance player satisfaction.

Why Join?

  • Take the lead in shaping and scaling the customer support function of a growing iGaming brand.
  • Competitive salary with performance-driven incentives.
  • Work in an innovative, fast-paced environment that values fresh ideas and new technologies.
  • Make a real impact on player experience and operational efficiency.
  • Be part of a dynamic team that prioritises excellence, collaboration, and continuous growth.

If you're an experienced customer support leader looking for a high-impact role in iGaming, apply today

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Gambling Facilities and Casinos and Telephone Call Centers

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