Midnite
Gambling & Casinos
PlayerSupportOperationsManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Player Support Operations Manager at Midnite. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, leadership, team building, performance improvement, operational execution. Own the day-to-day operational performance of the Player Support team in South Africa. Lead, coach, and develop Player Support Team Leads”
What You'll Achieve.
improve productivity and quality; remove operational blockers; build a more curious, engaged, high-ownership support culture; turn global support strategy into operational execution; improve productivity, QA, first contact resolution, queue health, and backlog performance; build stronger leadership routines, accountability, and engagement across the support team; improve handoffs and reduce customer friction; improve internal efficiency for Team Leads and agents
Industry & Context.
Identify and remove blockers that prevent agents from resolving player issues first time; Use operational reporting to identify risks and turn insights into clear action plans
What They're Looking For.
Must Have
experience in Customer Support, Player Support, Customer Service, or Customer Experience, 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, experience working in high-volume, regulated, or operationally complex environments, experience with support tooling, contact centre technology, and operational workflows, confident, self-assured, and able to challenge constructively, builds trust, engagement, ownership, and psychological safety across teams, adaptable, commercially aware, and comfortable operating in a scaling business environment
What You'll Do.
Own the day-to-day operational performance of the Player Support team in South Africa
and develop Player Support Team Leads
first contact resolution
and backlog performance
Build stronger leadership routines
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
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
and player-first decision making
How You'll Work.
Team & Collaboration
work closely with the Country Manager, Compliance Operations, Workforce Management, Product, AI, Automation, Training, QA, and People teams; Partner with Workforce Management on scheduling, coverage, and key event readiness; Partner with AI and Automation teams to improve internal efficiency for Team Leads and agents
Full Job 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.
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