Location: Cape Town, South Africa (Office-Based)
Employment Type: Full-Time
Salary: ZAR 25,000 gross per month (Non-negotiable)
Shift-Based Position
Immediate Start Preferred
HRLADDERBOX on behalf of an international iGaming company, we are looking for an experienced Customer Support Team Lead to oversee the day-to-day performance of the Customer Support department. The successful candidate will be responsible for leading a team of customer support agents, ensuring service excellence, driving team performance, and maintaining high operational standards within a fast-paced iGaming environment.
This is an office-based, shift role requiring a hands-on leader who thrives under pressure and is passionate about delivering an exceptional customer experience.
- Lead, motivate, and manage a team of approximately 20+ Customer Support Agents.
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Monitor daily team performance against established KPIs and service levels.
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Coach, mentor, and develop team members through regular feedback and performance reviews.
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Ensure high-quality customer interactions across live chat, email, and other support channels.
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Manage shift coverage, attendance, and workforce planning to maintain operational efficiency.
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Handle escalated customer cases and support agents in resolving complex issues.
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Identify performance trends and implement action plans to improve productivity and customer satisfaction.
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Work closely with other departments, including Payments, Fraud, CRM, VIP, and Compliance, to resolve customer-related matters.
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Ensure all internal procedures, company policies, and regulatory requirements are consistently followed.
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Prepare performance reports and provide regular updates to Customer Support Management.
- Minimum 3 years' experience as a Customer Support Team Lead.
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Proven experience managing a team of multiple Customer Support Agents.
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Previous experience within the iGaming industry is essential.
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Strong leadership, coaching, and people management skills.
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Excellent communication and problem-solving abilities.
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Comfortable working in a fast-paced, target-driven environment.
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Willing and able to work rotating shifts.
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Available to start immediately.
- Gross monthly salary of ZAR 25,000 (non-negotiable).
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Full-time, permanent position.
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Stable and supportive working environment.
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Opportunity to join a growing international iGaming business.
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Career development opportunities for high-performing individuals.
