Customer Support Team Lead

Cape Town, South Africa  

Must be willing to work shifts, weekends and holidays.

Welcome to Virgin Bet, where innovation meets excitement in the heart of Cape Town! As a proud member of the LiveScore Group, Virgin Bet is on an exhilarating journey to redefine the world of online betting. We’re excited to expand our vibrant team and bring our exceptional services to new heights.  

Virgin Bet thrives on providing an unparalleled betting experience that combines cutting-edge technology with a passion for sports. Our culture is built on collaboration, creativity, and diversity, fostering an environment where every employee can make their mark while enjoying the thrill of the game. Join us as we embrace the dynamic spirit of Cape Town and contribute to a brand that pushes boundaries and champions innovation. 

If you’re ready to embark on an adventure with us, we can’t wait to meet you and see how you can help us shape the future of Virgin Bet! 

The Role 

As a Customer Support Team Lead, you will be responsible for leading and developing a team to deliver excellent customer service while ensuring compliance with critical, high-risk operational procedures related to safer gambling. You will get the best out of people, understand team dynamics, and enhance your team's knowledge of the business to protect both our customers and the company. This role is pivotal in driving our commitment to customer satisfaction and responsible gaming.

Key Responsibilities 

• Take ownership and responsibility for leading excellent service and the delivery of department KPIs. 
• Ensure the effective delivery of player protection processes and compliance with internal Responsible Gambling and National Gambling Board policies and procedures. 
• Develop your team to understand the importance of both customer service and meeting KPIs. 
• Analyse and resolve deficiencies, identifying trends and recommending continuous improvements to the service offered to our players. 
• Lead by example and take accountability for all aspects of people management, including personal development and absence management. 
• Foster an atmosphere of trust and open dialogue, providing support and coaching to your team. 
• Build strong relationships and work collaboratively with key stakeholders. 
• Handle multiple tasks concurrently, supporting the implementation of new services, products, and initiatives. 
• Advise the team of trends in player’s behaviours and other demographic information to enhance their understanding of impact. 

Key Skills and Experience 

• Experience in managing, leading, and developing a successful team. 
• Good IT skills, including experience using CRM systems. 
• Knowledge and understanding of the competitive landscape, including experience with online gambling and responsible gaming regulations. 
• Ability to drive a team forward in terms of goals and cultural change. 
• Provide feedback, mentoring, and coaching, as well as reward and recognition. 
• Good interpersonal skills and the ability to build rapport at all levels with stakeholders and players. 
• Demonstrates sound and well-reasoned judgement when applying decision-making. 
• Able to manage competing priorities whilst ensuring performance targets are met. 
• A desire for continuous improvement of processes, reporting, and the tools we use. 
• Excellent organisational, planning, and time management skills. 

What can we offer?  

• Discretionary Company Performance bonus 
• Discovery Medical Aid 
• 21 days Annual Leave