Customer Support Team Lead (iGaming)

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

About the Role

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.

Key Responsibilities

• Lead, motivate, and manage a team of approximately 20+ Customer Support Agents.
• Monitor daily team performance against established KPIs and service levels.
• Coach, mentor, and develop team members through regular feedback and performance reviews.
• Ensure high-quality customer interactions across live chat, email, and other support channels.
• Manage shift coverage, attendance, and workforce planning to maintain operational efficiency.
• Handle escalated customer cases and support agents in resolving complex issues.
• Identify performance trends and implement action plans to improve productivity and customer satisfaction.
• Work closely with other departments, including Payments, Fraud, CRM, VIP, and Compliance, to resolve customer-related matters.
• Ensure all internal procedures, company policies, and regulatory requirements are consistently followed.
• Prepare performance reports and provide regular updates to Customer Support Management.

Requirements

• Minimum 3 years' experience as a Customer Support Team Lead.
• Proven experience managing a team of multiple Customer Support Agents.
• Previous experience within the iGaming industry is essential.
• Strong leadership, coaching, and people management skills.
• Excellent communication and problem-solving abilities.
• Comfortable working in a fast-paced, target-driven environment.
• Willing and able to work rotating shifts.
• Available to start immediately.

What We Offer

• Gross monthly salary of ZAR 25,000 (non-negotiable).
• Full-time, permanent position.
• Stable and supportive working environment.
• Opportunity to join a growing international iGaming business.
• Career development opportunities for high-performing individuals.