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 sportsbook 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 sportsbook operations, player lifecycles, 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.