SuperSportBet is a South Africa-based sports entertainment brand within the KingMakers group. We operate in a high-volume, real-time environment where reliability, fairness and speed matter, every day, every shift.
Customer Service at SSB is a core operational capability, central to customer trust, regulatory compliance and the day-to-day credibility of the brand. Our frontline teams manage complex, time-sensitive customer interactions across multiple channels, often during peak trading periods and under operational pressure.
We value strong execution, accountability and calm leadership. We expect leaders to protect customers first, run disciplined operations and take ownership when things don't go to plan.
Role Overview
The Customer Service Manager is accountable for the day-to-day delivery and performance of frontline customer support, ensuring customers receive fast, accurate and fair service across all frontline channels. Reporting to the Head of Customer Service, this role owns frontline execution with service quality as the non-negotiable priority. Performance is driven through Team Leads, supported by strong operational discipline, effective real-time decision-making and consistent coaching standards.
The role plays a critical part in surfacing Voice of the Customer insights from the frontline and ensuring service reality informs wider business decisions. This is a hands-on leadership role in a fast-paced, regulated iGaming environment.uiring strong standards, sound judgement and decisive ownership in a fast-paced, regulated iGaming environment.
Key Responsibilities
1) Front-line service delivery and performance
- Own frontline operational delivery against agreed KPIs and SLAs across operating hours
- Monitor daily performance to ensure queue stability, effective prioritisation and optimal agent utilisation
- Take decisive action during peak and high-pressure periods to protect service outcomes and customer experience
- Provide clear, regular performance updates to the Head of Customer Service, highlighting risks, trends and actions
- Set and reinforce frontline quality standards to ensure accurate, fair and customer-winning support
- Embed right-first-time behaviours to improve first-contact resolution and reduce repeat contact
- Partner with QA and Specialist Team Leads to translate quality insights into focused coaching actions and measurable improvement
- Lead, coach and develop Team Leads as the primary drivers of frontline performance and culture
- Set clear expectations for coaching cadence, performance routines and floor visibility
- Identify underperformance early and manage it consistently through clear improvement plans
- Drive engagement through clarity, fairness, recognition and accountability
- Be accountable for effective real-time operational control during live operations
- Directly manage the Real-Time Analyst, ensuring queues are actively managed and service levels remain stable
- Ensure strong coordination between scheduling, staffing plans, shrinkage impacts and real-time demand patterns
- Lead real-time decision-making during surges, outages, incidents and unexpected volume shifts
- Capture and structure frontline customer insights, including key contact drivers, friction points and sentiment trends
- Provide evidence-based VoC updates to inform prioritisation and decision-making
- Act as escalation point for urgent or high-impact service issues, ensuring fair and timely resolution
- Ensure clean documentation and effective handover to specialist teams where required
- Be accountable for frontline readiness, ensuring agents are supported with the right training, guidance and tools
- Work closely with Training, Product, Tech and Ops teams to ensure changes are implemented effectively on the floor
- Identify operational gaps impacting performance or quality and escalate improvement needs through the right channels
- Tertiary qualification in Contact Centre Management, Operations, Business or a related field
- 3+ years' experience in customer service leadership within a contact centre or omni-channel environment
- Proven experience leading frontline teams through Team Leads, including performance management and coaching frameworks
- iGaming experience is highly desirable, particularly within regulated environments
- Strong leadership capability with the confidence to set standards and hold teams accountable
- Coaching-driven performance management style with sound people judgement
- Data-driven mindset with confidence using KPIs to diagnose and fix performance gaps
- Strong operational planning capability, balancing service stability with quality protection
- Clear, confident communication and stakeholder management skills
- Ability to remain calm under pressure and drive effective operational decision-making in real time
- Health & Wellness - Private health insurance and wellness benefits to keep you feeling your best
- Retirement & Group Risk - Joint contributions to your Retirement Annuity (RA) and Group Risk Fund to secure your future (South Africa hub)
- Team Activities - Regular events to connect, collaborate, and have fun with your colleagues
- Office Perks - Free snacks, coffee, and a welcoming environment to keep you energized
- Performance Bonuses - Discretionary rewards recognizing your contributions and impact
