Main job function
The Customer Support Manager is responsible for leading and optimizing the Customer Support function to deliver a high-quality player experience across all channels. The role ensures compliance with iGaming regulations, responsible gambling requirements, and internal service standards, while driving team performance, efficiency, and customer satisfaction.
Qualifications
- Minimum 3–5 years’ experience in iGaming customer support, with management responsibility
- Strong understanding of casino and/or sportsbook operations
- Experience managing shift-based or 24/7 teams
- Knowledge of South African labour law and HR processes (advantageous)
- Experience working with regulated environments and player protection
- requirements
Skills & Competencies
- Strong leadership and people management skills
- Excellent communication and conflict-resolution abilities
- Analytical mindset with strong reporting skills
- Ability to work in a fast-paced, high-volume environment
- High attention to detail and strong compliance awareness
Preferred / Advantageous
- Exposure to AML/KYC processes
- Experience with CRM platforms such as Zendesk, Freshdesk, LiveChat, or
- Salesforce
- Responsible Gambling or Compliance training
Personal Attributes
- Customer-centric and solutions-focused
- Calm under pressure and resilient
- Fair, consistent, and professional in decision-making
- Strong sense of accountability and integrity
Criteria
Operational Management
- Manage day-to-day customer support operations across live chat, email, and telephone
- Ensure 24/7 or shift-based coverage where applicable
- Monitor queue volumes, response times, and service-level adherence
- Handle escalated customer issues, complaints, and regulator-sensitive cases
People Management
- Lead, coach, and develop Team Leaders and Customer Support Agents
- Conduct performance reviews, coaching sessions, and disciplinary processes in line with labour legislation
- Manage staffing levels, scheduling, leave, and shift planning
- Support recruitment, onboarding, and training of new staff
Compliance & Responsible Gambling
- Ensure all customer interactions comply with licensing conditions, AML, KYC, and Responsible Gambling requirements
- Oversee self-exclusion, affordability, and player protection processes
- Ensure accurate communication of T&Cs, bonuses, and withdrawals
- Work closely with Compliance and Risk teams on investigations and audits
Quality Assurance & Performance
- Implement and manage QA frameworks, call/chat monitoring, and feedback loops
- Drive continuous improvement initiatives to improve CSAT, FCR, and response times
- Analyse customer feedback and complaint trends
- Ensure consistent application of policies and procedures
- Manage customer support tools (CRM, ticketing systems, live chat platforms)
- Produce operational and management reports
- Use data to identify root causes and recommend process improvements
- Support system enhancements and automation initiatives
Cross-Functional Collaboration
- Work closely with Payments, Risk, CRM, Product, and Marketing teams
- Provide customer insight to support product and campaign improvements
- Support launches, promotions, and new market initiatives
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Response and Handling Time
- Complaint resolution and escalation rates
- Quality Assurance scores
- Staff attrition and engagement
Salary
Market related
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
To apply for this job email your details to charlene@armstrongappointments.com