We’re hiring a Head of Customer Operations on behalf of a fast-growing online casino and iGaming platform, known for delivering world-class experiences in slots, live games, and table games. Based in Johannesburg with a hybrid setup, this leadership role is ideal for someone who thrives in fast-paced environments and knows how to build, lead, and optimize customer-facing teams and operations.

This is a strategic and hands-on position—driving customer satisfaction, ensuring regulatory compliance, and leading process improvements across all touchpoints..

What You’ll Do:

• Customer Support Management
  • Lead the support team across all channels (live chat, email, social, etc.)
  • Set and track KPIs: CSAT, NPS, FCR, and resolution time
  • Personally handle VIP cases and sensitive escalations
  • Use feedback loops to continuously improve customer service
• Compliance & Risk
  • Ensure operations comply with AML, KYC, and Responsible Gaming regulations
  • Oversee account verification and fraud monitoring
  • Work closely with legal and compliance teams
• Operational Excellence
  • Map and optimize the full customer journey
  • Streamline workflows to reduce friction and improve efficiency
  • Implement and maintain quality assurance processes
• Payments & Fraud
  • Oversee payment processes including deposits, withdrawals, and failed transactions
  • Collaborate with payments and fraud teams to reduce risk and enhance reliability
• Cross-Team Collaboration
  • Coordinate with product teams to solve platform issues and prioritize improvements
  • Partner with marketing on customer communication, promotions, and retention
  • Align operations with legal and regulatory expectations
• Data & Reporting
  • Monitor service performance and behavior analytics
  • Deliver regular insights and recommendations to leadership
• Team Building
  • Recruit, train, and coach customer service and operations teams
  • Lead by example and foster a high-performance, customer-first culture
• Customer Engagement
  • Support loyalty and VIP programs through operational excellence
  • Use data and feedback to identify ways to boost retention

Required Skills & Experience:

• 5+ years in customer operations, preferably in iGaming, tech, or e-commerce
• Strong leadership and cross-functional collaboration skills
• Experience with tools like Zendesk, Freshdesk, or similar CRMs
• Deep understanding of regulatory frameworks (KYC, AML, RG)
• Strategic thinker with a hands-on attitude

WHY YOU SHOULD APPLY?

Apply now or reach out to the Careers.bet team to learn more about this opportunity and how your profile fits. Interested candidates should submit their CV and a brief cover letter in the form below or via email to [email protected]. Applications will be reviewed on a rolling basis. We encourage you to apply early to avoid missing this opportunity!