Head of Customer Service

3 days ago

Cape Town, Western Cape, South Africa The Legends Agency Full time R1 200 000 - R1 800 000 per year


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, , Pokerbet, BetOlimp, Betway, or Ready Play Gaming.

  • Head of Customer Service

    3 days ago

    Cape Town, Western Cape, South Africa Initiate International Full time R200 000 - R250 000 per year

    Are you ready to lead and shape the future of customer service in the iGaming industry? Join a leading iGaming company in Cape Town as the Head of Customer Service, where you'll drive excellence, innovation, and customer-centric strategies. You will play a crucial role in ensuring customer satisfaction and enhancing the overall user experience. If you're...

  • Executive-Voice-Customer Service

    1 week ago

    Cape Town, Western Cape, South Africa EXL Service Full time R104 000 - R208 000 per year

    Job DescriptionDemonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on trackAchieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics Fully assess the customers circumstances...

  • Executive-Voice-Customer Service

    1 week ago

    Cape Town, Western Cape, South Africa EXL Service Full time R104 000 - R150 000 per year

    Job DescriptionDemonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on trackAchieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics Fully assess the customers circumstances...

  • Vice President 1-Back-End/Voice/ Customer Service-Outbound Customer Service

    1 week ago

    Cape Town, Western Cape, South Africa EXL Service Full time R1 200 000 - R2 400 000 per year

    Job DescriptionPRINCIPAL ACCOUNTABILITIESAccountabilities Ensure seamless transition and flawless service delivery Focus on transition with 'Zero' impact on service delivery Focus on efficiencies - leaner, greener and faster Focus on Process stabilization & sustained delivery Reducing operation costs Make TBP more effective Build effective process...

  • Head: Customer Propositions

    1 week ago

    Cape Town, Western Cape, South Africa Sanlam Full time R1 500 000 - R2 500 000 per year

    Who we areSanlam Fintech is a newly established digital first business, within the Sanlam Group, on a mission to democratise financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth.Our culture is that of...

  • Head - Support Corporate Services

    5 days ago

    Cape Town, Western Cape, South Africa City of Cape Town Full time R900 000 - R1 200 000 per year

    ELIGIBILITYSuitably qualified candidatesCLOSING DATE REFERENCE NUMBERFIN 90/25 ExtSALARYTCOE salary: R p.aDEPARTMENTCAPE TOWN STADIUMDIRECTORATECity of Cape Town Head - Support Corporate ServicesRequirementsA 3 Year Tertiary Qualification in Business Management(diploma or degree) or similar relevant tertiary qualificationMinimum 8 years management experience...

  • Head Of It Service Delivery

    3 days ago

    Cape Town, Western Cape, South Africa Abc Worldwide Full time R1 200 000 - R2 400 000 per year

    Job Description: Head of IT Service DeliveryLocation: Cape Town, South AfricaJob Type: Full-timeJob Responsibilities:Lead and manage the IT Service Delivery to ensure alignment with business objectives and customer needs.Develop and implement IT service delivery strategies that enhance customer satisfaction and operational efficiency.Oversee the planning,...

  • Senior Manager-Back-End/Voice/ Customer Service-Inbound

    5 days ago

    Cape Town, Western Cape, South Africa EXL Service Full time R800 000 - R1 200 000 per year

    Job DescriptionAs a Senior Operations Manager, you will be responsible for achieving business objectives by ensuring operational targets are met in line with Service Level Agreements (SLAs).Your role will include leading and developing a high-performing team, maintaining strong client relationships, and ensuring adherence to company policies and procedures....

  • Executives-Back Office-Customer Service

    1 week ago

    Cape Town, Western Cape, South Africa EXL Service Full time R1 500 000 - R2 500 000 per year

    Job DescriptionEssential FunctionsResponsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance. Leads significant process improvement projects. Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs Responsible for...

  • Customer Service Trainer

    5 days ago

    Cape Town, Western Cape, South Africa 1-grid Full time R250 000 - R500 000 per year

    About Us1- is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top...