Johannesburg: Customer Service Manager posted by The Good Human (Pty)Ltd

March 9, 2026 Jobs in Central Johannesburg

The Good Human (Pty)Ltd

Gauteng

Entertainment

Job Description

The Customer Support Manager is responsible for leading and optimising the Customer Support function to deliver a high-quality player experience across all channels. The role ensures compliance with iGaming regulations, responsible gambling requirements, and internal service standards, while driving team performance, efficiency, and customer satisfaction.

Key Responsibilities

Operational Management

Manage day-to-day customer support operations across live chat, email, and telephone
Ensure 24/7 or shift-based coverage where applicable
Monitor queue volumes, response times, and service-level adherence
Handle escalated customer issues, complaints, and regulator-sensitive cases

People Management

Lead, coach, and develop Team Leaders and Customer Support Agents
Conduct performance reviews, coaching sessions, and disciplinary processes in line with labour legislation
Manage staffing levels, scheduling, leave, and shift planning
Support recruitment, onboarding, and training of new staff

Compliance & Responsible Gambling

Ensure all customer interactions comply with licensing conditions, AML, KYC, and Responsible Gambling requirements
Oversee self-exclusion, affordability, and player protection processes
Ensure accurate communication of T&Cs, bonuses, and withdrawals
Work closely with Compliance and Risk teams on investigations and audits

Quality Assurance & Performance

Implement and manage QA frameworks, call/chat monitoring, and feedback loops
Drive continuous improvement initiatives to improve CSAT, FCR, and response times
Analyse customer feedback and complaint trends
Ensure consistent application of policies and procedures

Systems & Reporting

Manage customer support tools (CRM, ticketing systems, live chat platforms)
Produce operational and management reports
Use data to identify root causes and recommend process improvements
Support system enhancements and automation initiatives

Cross-Functional Collaboration

Work closely with Payments, Risk, CRM, Product, and Marketing teams
Provide customer insight to support product and campaign improvements
Support launches, promotions, and new market initiatives

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Average Response and Handling Time
Complaint resolution and escalation rates
Quality Assurance scores
Staff attrition and engagement

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Qualifications & Experience

Minimum 35 years experience in iGaming customer support, with management responsibility
Strong understanding of casino and/or sportsbook operations
Experience managing shift-based or 24/7 teams
Knowledge of South African labour law and HR processes (advantageous)
Experience working with regulated environments and player protection requirements

Skills & Competencies

Strong leadership and people management skills
Excellent communication and conflict-resolution abilities
Analytical mindset with strong reporting skills
Ability to work in a fast-paced, high-volume environment
High attention to detail and strong compliance awareness

Preferred / Advantageous

Exposure to AML/KYC processes
Experience with CRM platforms such as Zendesk, Freshdesk, LiveChat, or Salesforce
Responsible Gambling or Compliance training

Personal Attributes

Customer-centric and solutions-focused
Calm under pressure and resilient
Fair, consistent, and professional in decision-making
Strong sense of accountability and integrity

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Entertainment Jobs in Gauteng

In the Gauteng province of South Africa, the entertainment industry is a growing sector that encompasses various roles such as event management, marketing, and content creation. Typically, this field offers a diverse range of job opportunities for individuals with creative talent and business acumen. Generally, these roles are found across multiple industries, including financial services, technology, and tourism.

When it comes to salary expectations in the entertainment industry in Gauteng, it’s common to see broad ranges varying depending on factors such as experience, company size, and industry sector. Typically, entry-level positions may offer salary ranges between R200 000 and R350 000 per annum, while senior roles can range from R600 000 to over R1 million per annum. However, these figures are only a general guideline, and actual salaries can vary significantly.

Common skills required for entertainment-related roles in Gauteng include creative vision, strong communication skills, project management expertise, technical knowledge of audiovisual equipment, marketing savvy, adaptability, and attention to detail. Typically, individuals in this field need to possess a combination of artistic and business skills to excel in their role. Often, having a degree or diploma in relevant fields such as arts, media studies, or business administration can be beneficial.

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The entertainment industry in Gauteng is commonly found in sectors such as financial services (e.g., event marketing), technology (e.g., gaming, esports), tourism (e.g., hospitality management), and manufacturing (e.g., production and logistics). These industries often employ individuals with expertise in areas like content creation, brand management, and audience engagement.

In terms of career development, the entertainment industry offers various opportunities for growth and advancement. Typically, entry-level roles can progress to senior positions within a few years, while experienced professionals may seek out leadership roles or transition into related fields such as entrepreneurship or academia. Often, having a strong network and continuous learning are key to success in this field.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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