📍 Job Overview

Job Title: Customer Support Team Lead, 10bet SA
Company: 10bet SA
Location: Johannesburg, Gauteng, South Africa
Job Type: Full-time, On-site
Category: Customer Support & Service Management
Date Posted: August 1, 2025
Experience Level: 2-5 years

🚀 Role Summary

Lead and manage a team of customer service representatives in the online gaming and sports betting environment
Ensure exceptional customer support and satisfaction through strategic planning, performance monitoring, and operational efficiency initiatives
Oversee customer interactions, handle escalations, and maintain accurate records of customer interactions and transactions
Develop and implement customer service policies, procedures, and training programs to enhance team skills and knowledge
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions
Ensure compliance with industry regulations, company policies, and data security standards

📝 Enhancement Note: This role requires a strong background in customer service management, team leadership, and performance analysis to drive customer satisfaction and operational efficiency in a dynamic online gaming environment.

💻 Primary Responsibilities

🌟 Team Management & Development

Supervise, lead, mentor, and support a team of customer service supervisors and representatives
Conduct regular performance evaluations and provide constructive feedback
Organize and lead team meetings and training sessions to foster a positive and collaborative team environment
Provide weekly and monthly reports and presentations, as well as bonus calculators at the beginning of each month
Assist team members on chats, emails, and calls when metrics are under pressure

📝 Enhancement Note: Effective team management and development skills are crucial for this role to maintain a high-performing customer service team that consistently delivers exceptional support to customers.

📞 Customer Interaction Quality & Operational Efficiency

Oversee and monitor customer interactions to ensure adherence to company standards
Handle escalated customer issues and complaints, ensuring timely and effective resolution
Develop and implement customer service policies and procedures to optimize response times and improve service delivery processes
Maintain accurate records of customer interactions and transactions

📝 Enhancement Note: A keen eye for detail and a customer-centric mindset are essential for maintaining high-quality customer interactions and driving operational efficiency in this role.

📈 Performance Metrics & Reporting

Track and analyze key performance indicators (KPIs) such as first contact resolution (FCR), average handling time (AHT), and customer satisfaction scores (CSAT)
Generate and present reports on team performance to management, identifying areas for improvement and implementing corrective actions
Monitor and analyze team performance and training effectiveness

📝 Enhancement Note: Strong analytical skills and a data-driven approach are vital for this role to continuously improve customer service quality and efficiency through performance metrics and reporting.

🔒 Compliance & Security

Ensure compliance with industry regulations and company policies, promoting responsible gambling practices
Monitor and enforce data security and privacy standards (POPIA) to protect sensitive customer information

📝 Enhancement Note: A solid understanding of relevant industry regulations and data security standards is crucial for maintaining a secure and compliant customer service environment in this role.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in customer service, business, or a related field

Experience: Proven experience (2-5 years) in customer service management, team leadership, and performance analysis, preferably in the online gaming or sports betting industry

Required Skills:

Proven team management and leadership skills
Excellent communication and interpersonal skills
Strong analytical and problem-solving skills
Proficiency in customer service software and tools
Knowledge of the online gaming and sports betting industry
Familiarity with key performance indicators (KPIs) and data analysis
Ability to work in a fast-paced, dynamic environment
Fluency in English; additional languages are an asset

Preferred Skills:

Experience with customer service software and CRM systems
Knowledge of industry regulations and data security standards
Familiarity with training and development best practices
Experience with performance metrics and reporting tools

📝 Enhancement Note: Candidates with a strong background in customer service management, team leadership, and performance analysis, as well as relevant industry experience, will be well-positioned to succeed in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in customer service management, team leadership, and performance analysis through case studies, success stories, or testimonials
Highlight specific achievements in improving customer satisfaction, operational efficiency, and team performance
Showcase proficiency in customer service software, tools, and industry-specific knowledge

Technical Documentation:

Provide examples of performance reports, data analysis, and corrective actions implemented to improve customer service quality and efficiency
Include any relevant certifications or training in customer service management, team leadership, or data analysis

📝 Enhancement Note: A well-curated portfolio that showcases the candidate's experience, achievements, and technical proficiency will be essential for success in the application process for this role.

💵 Compensation & Benefits

Salary Range: ZAR 35,000 - 45,000 per month (based on experience and qualifications)

Benefits:

Competitive salary and benefits package
Opportunities for career growth and development within the company
A dynamic and inclusive work environment in the online gaming and sports betting industry

Working Hours: Full-time, Monday to Friday, with the possibility of weekend and evening shifts to cover customer service hours

📝 Enhancement Note: The provided salary range is an estimate based on market research for customer service management roles in South Africa. Actual compensation may vary depending on the candidate's experience, qualifications, and performance in the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Online gaming and sports betting

Company Size: Medium (100-249 employees)

Founded: 2003

Team Structure:

Customer Service Department, consisting of Customer Service Representatives, Supervisors, and Team Managers
Cross-functional collaboration with other departments, such as Marketing, Product, and IT, to ensure exceptional customer support and satisfaction

Development Methodology: Agile/Scrum methodologies, with a focus on continuous improvement and customer-centricity

Company Website: www.10bet.co.za

📝 Enhancement Note: 10bet SA operates in a dynamic and competitive online gaming and sports betting industry, with a focus on delivering exceptional customer support and satisfaction through a customer-centric and data-driven approach.

📈 Career & Growth Analysis

Customer Support Team Lead Career Level: This role is a mid-level management position, responsible for leading and managing a team of customer service representatives to deliver exceptional customer support and satisfaction. The ideal candidate will have 2-5 years of experience in customer service management, team leadership, and performance analysis, with a strong background in the online gaming or sports betting industry.

Reporting Structure: The Customer Support Team Lead reports directly to the Customer Service Manager and is responsible for leading and managing a team of customer service supervisors and representatives.

Technical Impact: This role has a significant impact on customer satisfaction, operational efficiency, and team performance within the customer service department. The Customer Support Team Lead is responsible for driving continuous improvement in customer service quality and efficiency through strategic planning, performance monitoring, and operational initiatives.

Growth Opportunities:

Career Progression: With experience and strong performance, candidates may progress to senior management roles within the customer service department or explore opportunities in related fields, such as product management or marketing
Technical Skill Development: Candidates can develop their skills in customer service management, team leadership, performance analysis, and data-driven decision-making through on-the-job training, workshops, and industry conferences
Technical Leadership: As the Customer Support Team Lead gains experience and demonstrates strong performance, they may have the opportunity to mentor and develop junior team members, contributing to the overall success of the customer service department

📝 Enhancement Note: Candidates with a strong background in customer service management, team leadership, and performance analysis, as well as a passion for driving customer satisfaction and operational efficiency, will have excellent growth opportunities in this role at 10bet SA.

🌐 Work Environment

Office Type: Modern, collaborative office environment with open-plan workspaces and dedicated team areas

Office Location(s): Johannesburg, Gauteng, South Africa, and Mbombela, Mpumalanga, South Africa

Workspace Context:

Collaborative workspaces with multiple monitors and testing devices available for customer service representatives
Cross-functional collaboration with other departments, such as Marketing, Product, and IT, to ensure exceptional customer support and satisfaction
A dynamic and inclusive work environment in the online gaming and sports betting industry

Work Schedule: Full-time, Monday to Friday, with the possibility of weekend and evening shifts to cover customer service hours

📝 Enhancement Note: The work environment at 10bet SA fosters collaboration, innovation, and continuous improvement, with a focus on delivering exceptional customer support and satisfaction in the online gaming and sports betting industry.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, customer service experience, and cultural fit (15-30 minutes)
On-site Interview: A comprehensive interview with the Customer Service Manager, focusing on team management, customer service skills, and problem-solving abilities (60-90 minutes)
Case Study/Role-Play: A practical exercise to evaluate the candidate's ability to handle customer interactions, make decisions, and drive customer satisfaction (30-45 minutes)
Final Interview: A meeting with senior management to discuss the candidate's fit for the role, career aspirations, and company culture (30-45 minutes)

Portfolio Review Tips:

Highlight specific achievements in improving customer satisfaction, operational efficiency, and team performance
Showcase proficiency in customer service software, tools, and industry-specific knowledge
Include any relevant certifications or training in customer service management, team leadership, or data analysis

Technical Challenge Preparation:

Familiarize yourself with the online gaming and sports betting industry, as well as relevant customer service trends and best practices
Brush up on your knowledge of key performance indicators (KPIs) and data analysis techniques
Prepare examples of how you have handled escalated customer issues and complaints, ensuring timely and effective resolution

ATS Keywords: Customer Service, Team Management, Performance Analysis, Customer Satisfaction, Online Gaming, Sports Betting, KPIs, Data Analysis, Problem Solving, Communication Skills, Industry Trends, Customer Service Software, CRM, Agile/Scrum Methodologies

📝 Enhancement Note: The interview process for this role at 10bet SA is designed to assess the candidate's customer service experience, team management skills, and problem-solving abilities, as well as their cultural fit within the company.

🛠 Technology Stack & Web Infrastructure

Customer Service Software & Tools:

Zendesk (or similar customer service software)
CRM systems (e.g., Salesforce, HubSpot)
Performance metrics and reporting tools (e.g., Tableau, Power BI)
Online gaming and sports betting industry-specific software and platforms

Hardware & Equipment:

Multiple monitors for customer service representatives
Headsets and other communication devices
Testing devices for quality assurance and customer support

📝 Enhancement Note: Familiarity with customer service software, tools, and industry-specific platforms is essential for success in this role at 10bet SA.

👥 Team Culture & Values

Customer Service Values:

Customer-centricity: A strong focus on delivering exceptional customer support and satisfaction
Continuous improvement: A commitment to driving customer service quality and efficiency through strategic planning, performance monitoring, and operational initiatives
Collaboration: Working together with cross-functional teams to ensure exceptional customer support and satisfaction
Integrity: Upholding the highest ethical standards in customer service and data security

Collaboration Style:

Cross-functional collaboration: Working closely with other departments, such as Marketing, Product, and IT, to ensure exceptional customer support and satisfaction
Teamwork: Fostering a positive and collaborative team environment to drive customer service quality and efficiency
Knowledge sharing: Encouraging team members to share their expertise and learn from one another to drive continuous improvement in customer service

📝 Enhancement Note: The customer service team at 10bet SA is committed to delivering exceptional customer support and satisfaction through a customer-centric, collaborative, and data-driven approach.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer expectations: Managing customer expectations in a dynamic and competitive online gaming and sports betting environment
Industry regulations: Ensuring compliance with industry regulations and company policies, promoting responsible gambling practices
Data security: Monitoring and enforcing data security and privacy standards (POPIA) to protect sensitive customer information
Performance metrics: Tracking and analyzing key performance indicators (KPIs) to identify areas for improvement and implement corrective actions

Learning & Development Opportunities:

Customer service management: Developing skills in customer service management, team leadership, and performance analysis through on-the-job training, workshops, and industry conferences
Industry-specific knowledge: Gaining a deeper understanding of the online gaming and sports betting industry, as well as relevant customer service trends and best practices
Leadership development: Mentoring and developing junior team members, contributing to the overall success of the customer service department

📝 Enhancement Note: Candidates with a strong background in customer service management, team leadership, and performance analysis, as well as a passion for driving customer satisfaction and operational efficiency, will face exciting technical challenges and growth opportunities in this role at 10bet SA.

💡 Interview Preparation

Technical Questions:

Customer service fundamentals: Questions assessing the candidate's understanding of customer service principles, best practices, and industry-specific knowledge
Performance metrics: Questions evaluating the candidate's ability to track, analyze, and interpret key performance indicators (KPIs) to drive customer service quality and efficiency
Problem-solving: Scenarios testing the candidate's ability to handle escalated customer issues and complaints, ensuring timely and effective resolution

Company & Culture Questions:

Customer service culture: Questions exploring the candidate's understanding of 10bet SA's customer-centric, collaborative, and data-driven approach to customer service
Industry trends: Questions assessing the candidate's awareness of relevant customer service trends and best practices in the online gaming and sports betting industry
Team dynamics: Questions evaluating the candidate's ability to work effectively within a team, fostering a positive and collaborative work environment

Portfolio Presentation Strategy:

Case studies: Presenting specific achievements in improving customer satisfaction, operational efficiency, and team performance through structured case studies
Data analysis: Demonstrating proficiency in tracking, analyzing, and interpreting key performance indicators (KPIs) to drive customer service quality and efficiency
Customer service software: Showcasing expertise in customer service software, tools, and industry-specific platforms through live demonstrations and walkthroughs

📝 Enhancement Note: Successful candidates for the Customer Support Team Lead role at 10bet SA will demonstrate a strong background in customer service management, team leadership, and performance analysis, as well as a deep understanding of the online gaming and sports betting industry and relevant customer service trends and best practices.

📌 Application Steps

To apply for this Customer Support Team Lead position at 10bet SA:

Submit your application through the application link provided in the job posting
Tailor your resume and portfolio to highlight your experience in customer service management, team leadership, and performance analysis, as well as any relevant industry-specific knowledge and achievements
Prepare for the interview process by familiarizing yourself with the online gaming and sports betting industry, relevant customer service trends and best practices, and the specific requirements of the role
Research 10bet SA's company culture and values to ensure a strong cultural fit and demonstrate your enthusiasm for the role and the company

📝 Enhancement Note: By following these application steps and preparing thoroughly for the interview process, candidates can increase their chances of success in securing the Customer Support Team Lead position at 10bet SA.

Customer Support Team Lead, 10bet SA