Customer Support & Operations Manager

Our client, a fast-growing and highly reputable sports betting operator , is looking to appoint an experienced Customer Support & Operations Manager to lead customer service excellence while driving operational efficiency across the business.

This is a senior, hands-on role for someone who understands the realities of a high-volume, regulated betting environment and knows how to scale teams, processes, and performance without compromising customer experience.

Reporting into senior leadership, you will take full ownership of customer support operations
, combining people leadership, process optimisation, and cross-functional collaboration to deliver a world-class player experience.

You will be expected to set the standard
, not simply maintain it.

• Lead, mentor, and develop customer support teams across multiple channels (live chat, email, phone, social).
• Set performance benchmarks for SLAs, CSAT, response times, and resolution rates.
• Own quality assurance frameworks, coaching plans, and continuous improvement initiatives.

Operational Excellence

• Design, implement, and optimise customer support processes and workflows.
• Ensure efficient ticket handling, escalation management, and issue resolution.
• Identify operational bottlenecks and implement scalable, data-driven solutions.

Sports Betting & Player Experience

• Ensure customer interactions align with sports book mechanics, promotions, payments, and betting rules.
• Partner with Trading, Payments, Risk, Compliance, and Tech teams to resolve complex player issues.
• Act as the voice of the customer internally, influencing product and process decisions.
• Ensure customer support operations comply with regulatory requirements and internal policies.
• Support responsible gambling initiatives and escalation protocols.
• Maintain accurate reporting and audit-ready documentation.

Reporting & Analytics

• Track, analyse, and report on operational KPIs and customer trends.
• Use data to drive staffing models, performance improvements, and strategic decisions.
• Present insights and recommendations to senior stakeholders.

• Proven experience in a Customer Support, Operations, or Service Management role within sports betting, iGaming, or online gaming
  .
• Strong understanding of sports book operations, player life cycles, and betting products.
• Demonstrated success managing high-volume customer support teams
  .
• Experience working with CRM, ticketing, and customer support platforms.
• Excellent leadership, communication, and stakeholder management skills.
• Highly analytical, process-driven, and commercially aware.
• Comfortable operating in a fast-paced, regulated environment.

• Join a well-established sports betting brand with ambitious growth plans.
• Play a key leadership role with real influence over customer experience and operations.
• Competitive salary and benefits.
• Cape Town–based role with long-term career progression.

If you are passionate about sports betting
, obsessive about customer experience
, and driven to build high-performing operational teams
, this role offers the platform to make a real impact.