Player Support Operations Manager at Midnite

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

600000.0

Posted On

03 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Customer Support Management, Performance Management, Quality Assurance, Workforce Management, SLA Management, Queue Health Management, Backlog Management, Coaching and Development, Data Analysis, Operational Reporting, Stakeholder Management, Contact Centre Technology, Process Improvement, Strategic Execution, Conflict Resolution

Industry

Gambling Facilities and Casinos

Description

Salary: R500,000 to R600,000 PA dependant on experience Location: Cape Town, South Africa — On-site 🚀 Why Midnite? Midnite is a next-generation sports betting and gaming platform built for a new wave of players. We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today. Over 400,000 players have already made the move, and we’re only just getting started. We’re a high-performance team operating at pace. High ownership. Constant iteration. No hiding behind processes. We move quickly, test relentlessly, and turn ambitious ideas into real impact. If you’re driven, creative, and thrive in fast-moving environments where you can shape meaningful outcomes - keep reading. Not your grandad’s bookie. We’re looking for an experienced Player Support Operations Manager to lead the day-to-day performance of our Player Support team in South Africa. The Role: This is the first role of its kind for Midnite in Cape Town, giving you the opportunity to shape how Player Support operates as South Africa becomes a core global operations hub. You’ll lead through Team Leads, improve productivity and quality, remove operational blockers, and build a more curious, engaged, high-ownership support culture. Reporting into Player Support leadership, you’ll work closely with the Country Manager, Compliance Operations, Workforce Management, Product, AI, Automation, Training, QA, and People teams to turn global support strategy into strong operational execution. This role is ideal for a strong operational leader who enjoys building teams, improving performance, and creating environments where people feel empowered to take ownership and make an impact. You will: Own the day-to-day operational performance of the Player Support team in South Africa. Lead, coach, and develop Player Support Team Leads. Improve productivity, QA, first contact resolution, queue health, and backlog performance. Build stronger leadership routines, accountability, and engagement across the support team. Identify and remove blockers that prevent agents from resolving player issues first time. Work closely with Compliance Operations to improve handoffs and reduce customer friction. Partner with Workforce Management on scheduling, coverage, and key event readiness. Use operational reporting to identify risks and turn insights into clear action plans. Partner with AI and Automation teams to improve internal efficiency for Team Leads and agents. Help build a culture of ownership, curiosity, psychological safety, and player-first decision making. The next Midniter: Has strong experience in Customer Support, Player Support, Customer Service, or Customer Experience. Has led support teams of at least 20–30 people, ideally through Team Leads or supervisors. Understands productivity, QA, first contact resolution, SLA, queue health, and backlog management. Knows how to improve frontline leadership capability and team performance. Can interpret dashboards, identify operational risks, and turn data into action. Has experience working in high-volume, regulated, or operationally complex environments. Has experience with support tooling, contact centre technology, and operational workflows. Is confident, self-assured, and able to challenge constructively. Builds trust, engagement, ownership, and psychological safety across teams. Is adaptable, commercially aware, and comfortable operating in a scaling business environment. 💰 Winnings Annual Leave: 21 working days of paid annual leave per annum. Group Life Benefits: 100% employer contribution with Discovery. Retirement Fund: 5% employer contribution and 5% employee contribution Discretionary 13th cheque. Paid parental leave. Quarterly team socials to connect, celebrate and have fun together. 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.

Responsibilities

Lead the day-to-day operational performance of the Player Support team in South Africa by managing Team Leads and improving productivity. Collaborate with cross-functional teams like Compliance, Product, and AI to execute global support strategies and remove operational blockers.