ZA- Operations Associate

Minimum Experience: 3-5 years of 2nd-line customer-support experience.

About the team:

Our growing and talented Operations Team is responsible for all day-to-day operations of SportyBet South Africa.  The team works within a fast-paced, high-pressure environment aiming to provide world-class support and interactions with our Customers, educating them on our Sporty products and most importantly making sure their Customer journey with us is most rewarding. We have fostered a healthy, positive and collaborative remote environment for our Ops Team members and are looking for bright individuals to join the team for a fulfilling and rewarding career. We are passionate about caring for our customers, encouraging excellent communication skills and resolving issues effectively and efficiently, and with an eye to continually improving our processes, procedures and overall customer experience. We ensure we are up-to-date with our latest product developments in the Sporty ecosystem so we are able to offer the best experience. 

Primary Responsibilities: 

Support customers in South Africa as part of the South African Operations Support team in a 24/7/365 environment.

Conduct daily health checks on system software and report issues to appropriate teams.

Manage 2nd-line escalated customer support tickets throughout their lifecycle.

Review and improve processes, user tools, and SOPs.

Onboard and train new team members.

Communicate and implement new procedures and directives with team members.

Maintain and update the South African Operations Knowledge Base.

Assist with content management to ensure site content is accurate and relevant.

Monitor systems and alerts for PSPs.

Collaborate with teams across risk & fraud, marketing, games, product, and technical departments for updates on new products, roadmap items, and team requests.

Provide weekly reports to the South Africa Operations Team Lead.

Actively monitor transactions to identify and investigate suspicious activities, including fraud and bonus misuse, where appropriateWork with the fraud prevention team to implement risk controls and ensure compliance with AML and KYC requirements.

Adhere to performance metrics and operational KPIs.

Required Skills: 

Minimum of 3-5 years of 2nd-line customer support experience.

Excellent verbal and written communication skills.

Strong attention to detail with exceptional organizational skills and the ability to work independently.

Analytical problem-solving skills to resolve issues or provide workarounds.

Ability to multitask across multiple channels, customers, and teams.

Experience in online gaming with a focus on sports betting (compulsory).

Knowledge of customer support service desks, including Freshdesk, Jira, and/or Zendesk.

Ability to understand, interpret, and communicate complex issues clearly.

Troubleshooting skills to diagnose and resolve system problems.

Empathy and high emotional intelligence (EQ).

Ability to contribute to policies, processes, and procedures.

Capacity to prioritize and manage multiple cases and mini-projects simultaneously.

Commitment to adhering to appropriate standards and procedures.

Collaboration with business and technical teams to enhance and improve service delivery.

Systems monitoring expertise.

Fast learner with the ability to think critically, adapt to a fast-paced environment, and handle time-sensitive situations effectively.