Customer Service Manager (SuperSportBet)

Employment: Contract SuperSportBet Zambia is a growing operation within the KingMakers group, currently 10+ months in market and expanding fast. Customer Service is a core operational capability — central to customer trust, regulatory compliance and day-to-day brand credibility. We're hiring a Customer Service Manager to own frontline delivery in Zambia: managing the customer service team currently supported from South Africa, building out local operations, and leading VIP account management for our highest-value players. This is an on-site role in Lusaka, reporting to the Country Manager (Zambia), with a dotted line into the Head of Customer Service in South Africa, during the transition period. This is a 12-month fixed-term contract. You’ll be joining at a foundational moment, with the chance to set the standard for how customer service runs in Zambia. Requirements 4+ years in a customer service management role, ideally in a contact centre or multi-channel environment. Proven experience managing and developing frontline teams. Experience with scaling a new CS operation is a strong plus. iGaming, telco, mobile money or banking background highly preferred. VIP or key account management experience is a significant advantage for this role. Familiarity with building out Help Centre / knowledge base infrastructure. Skills & Abilities Strong leadership with the confidence to set standards and hold people accountable. Coaching-first performance management style with sound people judgement. Data-driven mindset — comfortable setting and managing KPIs (CSAT, FCR, AHT, queue SLAs). Clear, confident communicator across teams and seniority levels. Experience with CRM tools (Salesforce preferred) and CS platforms. Comfortable with shift scheduling and workforce planning basics. Working knowledge of AI tooling and automation in CS contexts is a plus. Qualifications Tertiary qualification in Contact Centre Management, Operations, Business or a related field (preferred, not required if experience is strong). Non-Negotiables Based in Lusaka - this is a fully on-site role. Ownership mentality - demonstrate a strong sense of ownership in ensuring critical issues are addressed promptly and effectively, particularly during peak periods or business-critical incidents. Agile and responsive - able to escalate and act quickly, including outside standard hours when needed. Leads by example - punctual, visible, and present on the floor. What you'll own Frontline CS Delivery & Performance Own day-to-day CS operations against agreed KPIs and SLAs across all operating hours. Monitor queue performance, agent utilisation and service levels — act fast when things go off track. Manage escalations with urgency and fairness; ensure clean handoffs to specialist teams. Drive quality-first behaviours: right-first-time resolution, consistent coaching, measurable improvement. Provide regular performance reporting to leadership, including risks, trends and actions taken. VIP Account Management Identify and manage our highest-value players, ensuring they receive proactive, personalised service. Keep VIP players active and engaged on the platform — monitor activity, flag risks, drive retention. Handle VIP escalations directly, balancing commercial sensitivity with customer fairness. Act as the bridge between VIP player feedback and internal product, marketing and operations teams. Team Building & People Leadership Lead the Zambia CS team currently reporting into South Africa— transition local ownership progressively. Onboard and train new CS agents as the team grows (additional hires planned via Dash). Identify future Team Lead potential and begin building the conditions for a locally structured team. Model the behaviour you expect: punctual, present, accountable. Operations, Scheduling & Enablement Own shift scheduling and coverage planning as the team scales. Ensure teams have the tools, training and CRM access to deliver excellent support (Salesforce). Manage tool interruptions and escalate operational issues through the right channels. Capture and structure Voice of the Customer insights and feed them into the business. Stakeholder Engagement & Cross-functional Collaboration Build strong working relationships across Payments, Fraud, Product, Marketing across the group. Represent Zambia CS clearly in cross-market forums — communicate operational constraints and customer realities. Align with South Africa on processes during the transition; adapt what needs to be adapted for the Zambian context. What Success Looks Like Month 1–3: Deep product and process immersion. Build relationships with the CS team, SA counterparts, and key stakeholders. Learn the VIP player base. Identify quick wins. Month 3–6: CS KPIs are defined and the team is performing against them. VIP players are actively managed and engaged. Team relationships are strong and local CS ownership is visibly taking shape. How You Do It – Our CROWNS, Our Values At KingMakers, our CROWNS values aren’t posters on the wall — they’re how we work and win together: Customer First : Build with and for our customers. Always deliver meaningful value. Raise the Bar : Take initiative, own outcomes, and push for better every time. Operate with Candor : Be open, clear, and constructive. Speak truth with kindness. We Build Together : Collaborate, share the load, and succeed as a team. No Hesitation, Never Reckless : Move boldly and responsibly. Own your risks. Speed & Iteration : Act fast, learn fast, improve fast. Progress beats perfection. Benefits Competitive salary (range aligned to seniority and market benchmarks — discussed at first interview stage). Statutory pension (NAPSA) A role with real scope: you're building the CS function in a growing market.