ZA- Operations Associate
Job Summary
Job Description
The ZA- Operations Associate at SportyBet South Africa is responsible for providing 2nd-line customer support in a 24/7/365 environment. Responsibilities include managing escalated support tickets, conducting system health checks, improving processes and SOPs, onboarding new team members, and collaborating with various departments. The role requires monitoring systems, investigating suspicious activities (fraud, bonus misuse), ensuring AML/KYC compliance, and reporting to the team lead. Candidates must have 3-5 years of 2nd-line customer support experience in online gaming, specifically sports betting, and strong communication and analytical skills. They need to be proficient in using customer support tools like Freshdesk, Jira, or Zendesk.
Must have:
- 3-5 years 2nd-line customer support
- Online gaming experience (sports betting)
- Excellent communication skills
- Analytical problem-solving skills
- Proficiency in support service desks (Freshdesk, Jira, Zendesk)
Good to have:
- Knowledge of AML/KYC requirements
- Experience with fraud prevention
- Systems monitoring expertise
3 skills required
Job Details
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.
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.
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About The Company
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
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