Customer Service Manager (SuperSportBet)

About the company

SuperSportBet Zambia is a growing operation within the KingMakers group, currently 10+ months in market and expanding fast. Customer Service is a core operational capability — central to customer trust, regulatory compliance and day-to-day brand credibility.

How You Do It – Our CROWNS, Our Values

At KingMakers, our CROWNS values aren’t posters on the wall — they’re how we work and win together:

• Customer First: Build with and for our customers. Always deliver meaningful value.
• Raise the Bar: Take initiative, own outcomes, and push for better every time.
• Operate with Candor: Be open, clear, and constructive. Speak truth with kindness.
• We Build Together: Collaborate, share the load, and succeed as a team.
• No Hesitation, Never Reckless: Move boldly and responsibly. Own your risks.
• Speed & Iteration: Act fast, learn fast, improve fast. Progress beats perfection.

Your tasks

We're hiring a Customer Service Manager to own frontline delivery in Zambia: managing the customer service team currently supported from South Africa, building out local operations, and leading VIP account management for our highest-value players.

Frontline CS Delivery & Performance

• Own day-to-day CS operations against agreed KPIs and SLAs across all operating hours.
• Monitor queue performance, agent utilisation and service levels — act fast when things go off track.
• Manage escalations with urgency and fairness; ensure clean handoffs to specialist teams.
• Drive quality-first behaviours: right-first-time resolution, consistent coaching, measurable improvement.
• Provide regular performance reporting to leadership, including risks, trends and actions taken.

VIP Account Management

• Identify and manage our highest-value players, ensuring they receive proactive, personalised service.
• Keep VIP players active and engaged on the platform — monitor activity, flag risks, drive retention.
• Handle VIP escalations directly, balancing commercial sensitivity with customer fairness.
• Act as the bridge between VIP player feedback and internal product, marketing and operations teams.

Team Building & People Leadership

• Lead the Zambia CS team currently reporting into South Africa— transition local ownership progressively.
• Onboard and train new CS agents as the team grows (additional hires planned via Dash).
• Identify future Team Lead potential and begin building the conditions for a locally structured team.
• Model the behaviour you expect: punctual, present, accountable.

Operations, Scheduling & Enablement

• Own shift scheduling and coverage planning as the team scales.
• Ensure teams have the tools, training and CRM access to deliver excellent support (Salesforce).
• Manage tool interruptions and escalate operational issues through the right channels.
• Capture and structure Voice of the Customer insights and feed them into the business.

Stakeholder Engagement & Cross-functional Collaboration

• Build strong working relationships across Payments, Fraud, Product, Marketing across the group.
• Represent Zambia CS clearly in cross-market forums — communicate operational constraints and customer realities.
• Align with South Africa on processes during the transition; adapt what needs to be adapted for the Zambian context.

What Success Looks Like Month 1–3: Deep product and process immersion. Build relationships with the CS team, SA counterparts, and key stakeholders. Learn the VIP player base. Identify quick wins.

Month 3–6: CS KPIs are defined and the team is performing against them. VIP players are actively managed and engaged. Team relationships are strong and local CS ownership is visibly taking shape.

Requirements

• 4+ years in a customer service management role, ideally in a contact centre or multi-channel environment.
• Proven experience managing and developing frontline teams.
• Experience with scaling a new CS operation is a strong plus.
• iGaming, telco, mobile money or banking background highly preferred.
• VIP or key account management experience is a significant advantage for this role.
• Familiarity with building out Help Centre / knowledge base infrastructure.

Skills & Abilities

• Strong leadership with the confidence to set standards and hold people accountable.
• Coaching-first performance management style with sound people judgement.
• Data-driven mindset — comfortable setting and managing KPIs (CSAT, FCR, AHT, queue SLAs).
• Clear, confident communicator across teams and seniority levels.
• Experience with CRM tools (Salesforce preferred) and CS platforms.
• Comfortable with shift scheduling and workforce planning basics.
• Working knowledge of AI tooling and automation in CS contexts is a plus.

• Tertiary qualification in Contact Centre Management, Operations, Business or a related field (preferred, not required if experience is strong).

Non-Negotiables

• Based in Lusaka - this is a fully on-site role.
• Ownership mentality - demonstrate a strong sense of ownership in ensuring critical issues are addressed promptly and effectively, particularly during peak periods or business-critical incidents.
• Agile and responsive - able to escalate and act quickly, including outside standard hours when needed.
• Leads by example - punctual, visible, and present on the floor.

What we offer

• Competitive salary (range aligned to seniority and market benchmarks — discussed at first interview stage).
• Statutory pension (NAPSA)
• A role with real scope: you're building the CS function in a growing market.

Other

This is an on-site role in Lusaka, reporting to the Country Manager (Zambia), with a dotted line into the Head of Customer Service in South Africa, during the transition period.

This is a 12-month fixed-term contract. You’ll be joining at a foundational moment, with the chance to set the standard for how customer service runs in Zambia.