Senior Director of Customer Success

3 days ago


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

Initiate International is a leading online gaming operator seeking a highly skilled and experienced customer support leader to join our team as the Lead Customer Support Manager. In this role, you will be responsible for leading, mentoring, and developing a high-performing customer support team, and overseeing first and second-line support operations.

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, leveraging CRM systems, automation tools, and AI-driven solutions to optimise workflows.
  • Develop and implement customer support strategies that improve response times, efficiency, and player satisfaction.

We are looking for a seasoned customer support leader with 5 to 8 years' experience in a senior leadership role within iGaming, sports betting, or online entertainment. The ideal candidate will have strong expertise in first and second-line support management, with a deep understanding of player needs and service optimisation.



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