Player Support Manager

Why Midnite?

Midnite is a next-generation betting platform that is built for today's fandom. We are a collective of engineers and designers who all share a passion for building the best sportsbook & casino experience possible, allowing our fans to feel closer to the games they love through the rush of winning money.

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge platform, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome.

What you'll do:

We're looking for a Player Support Manager to lead and develop one of our Player Support teams in Cape Town. This role owns the player experience from a support and retention perspective and plays a key role in how we scale support operations as Midnite grows.

You'll manage and coach Player Support Agents, oversee escalations, and drive improvements across customer satisfaction, retention, and operational efficiency. You'll work closely with Product, Engineering, Compliance, and Operations, and over time this role will sit within our Core function (AFC, Safer Gambling & Complaints) as our team structure evolves.

This is a hands-on leadership role with real ownership, visibility, and the opportunity to shape how Player Support operates in a fast-growing betting business.

Requirements

What will you do?

Lead, coach, and develop a team of Player Support Agents through regular 1:1s and performance reviews
Own the end-to-end player support experience, including handling high-pressure and sensitive escalations
Monitor player feedback and sentiment to ensure consistently high-quality, empathetic support
Own and improve key support KPIs (CSAT, NPS, FCR, handling times, QA)
Produce clear weekly reports and drive data-backed process improvements to reduce churn and improve retention
Collaborate cross-functionally with Product, Engineering, Compliance, Trust & Safety, and Operations
Support new feature launches and community engagement initiatives from a player experience perspective

Requirements:

3-5 years' experience in Customer Success or Player Support management, with experience leading or mentoring others a plus
Proven experience handling escalations, complaints, or compliance-related cases (highly beneficial)
Strong understanding of customer support metrics (CSAT, NPS, FCR, wait times, QA) and how to improve them
Experience improving customer experience, retention, and support performance using data and reporting
Comfortable analysing trends, producing reports, and working with CRM and customer support tools
Confident communicator with strong written and verbal English skills (additional languages a plus)
Calm, resilient, and effective in high-pressure situations
Proactive, adaptable self-starter with a player-first mindset
Able to give and receive feedback openly and work well in a fast-changing environment
Able to work a shift-based schedule (any 5 of 7 days) between 8:00 AM - 11:00 PM

Benefits

At Midnite, we're committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.
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