Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who we are

We’re Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands, including Betway and Jackpot City. We’re a powerhouse built on decades of expertise and we’re changing the game for good. Our mission is to give our customers a superclass entertainment experience.

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Super Group Africa, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re building experiences that wow our customers – and that starts with bold, curious people who want to do work that matters.

If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment.

As a Contact Centre Coach, you’ll be supporting the delivery of a high-quality service within the Customer Service environment, covering evaluation, coaching, training and providing

constructive feedback to customer representatives. This will help us stay ahead of the game.

What you’ll do

You’ll take ownership of work that gives us our competitive edge, including:

• Achieve commercial results
  • Our coaching customer service teams consist of coaches who have knowledge and understanding of the customers within their specific regions. These coaches assist in delivering high levels of customer service, while delivering an authentic human extension to our product offering on an informative, friendly, and multi-language level.
• Coaching
  • The Customer Service Coach plays a critical role in driving continuous improvement through real-time and structured coaching. They remain available and visible on the floor to provide in-the-moment feedback, ensuring effective knowledge transfer and immediate support. Using tools such as Genesys, Jira, and Confluence, they review calls, log QA evaluations, and assess host interactions from a customer satisfaction and compliance perspective.
  • Coaches conduct one-on-one sessions based on live and retrospective reviews, create action plans to address quality and compliance gaps, and follow up to ensure knowledge retention. They collaborate with QA, Responsible Gaming, and Privacy teams to address specific case findings and report on how technical or service-related issues impact the player experience. Their coaching approach is both proactive and data-driven, using trends and reports to identify team knowledge gaps and inform future training or coaching requirements.
• Training
  • The Customer Service Coach supports the development and delivery of training programs to improve service skills and knowledge. This includes new starter training, ongoing product-specific sessions, and coaching based on management-identified gaps. They create training materials, conduct coaching sessions, facilitate role-playing exercises, and provide on-the-floor support during onboarding. The Coach tracks attendance, progress, and retention, ensuring training is applied in practice and aligned with service goals.
• Reporting
  • The Customer Service Coach compiles monthly reports that highlight team trends, service levels, and improvement areas. They analyse QA results, customer alerts, and coaching insights to identify performance gaps and opportunities. These findings are shared with both hosts and managers to enhance service delivery, with all coaching activities tracked for consistency and follow-up.
• Performance Management Support
  • The Customer Service Coach conduct team audits to assist the managers for performance management purposes as well as to assess probation performance. They help set performance objectives (department-wide and individual) for each channel. They work with the customer service hosts to ensure objectives are met. They perform consistent knowledge checks by either conducting tests and/or sending surveys to hosts.
• Best Practice
  • The Customer Service Coach stays up to date with all product and business updates and new tools and technologies that can improve customer service. They are also expected to keep abreast of developments and trends in the industry.

This list covers your core responsibilities – with plenty of room to stretch, explore and take on new challenges as we grow.

What you’ll bring

You’re someone who brings:

• Clear, confident communication (written and verbal), and the ability to breakdown complex ideas
• A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals
• Strong organisational skills and the ability to manage multiple projects without dropping the ball
• Exceptional attention to detail and a commitment to high‑quality work
• Adaptability – you stay sharp, productive and positive in fast‑moving environments
• Ability to coach and develop customer service teams to improve performance and service quality.

Strong customer service knowledge with a focus on delivering an excellent customer experience.

• Ability to analyse performance data and identify trends and improvement opportunities.
• Effective communication and facilitation skills for coaching, feedback, and training.

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Experience designing and delivering training and onboarding programmes.

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What you’ll get back

We invest in your growth and wellbeing, so you can bring your best:

• Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast.
• Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.
• Support that has your back. Our Employee Assistance Programme offers resources for you and your family.
• Comprehensive medical aid. We help you take care of your health and wellbeing.
• Group Life cover. Includes life insurance and dread disease cover for added peace of mind.

Ready to feel superclass?

At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!