Team Lead

On average it takes 5 minutes to apply for this role.

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

Do you see yourself as one of those “out-of-the-box thinkers”, “Technical masterminds”, “Outstanding creatives”, or “Mind-boggling number crunchers”? If so, we want to welcome you to the Betway family and celebrate what makes you unique!

Our global customer base is exploding and we need your skills to support us on this exciting journey! Don’t look back and submit your application before the opportunity passes you by..

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain and are constantly expanding and evolving.

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 Betway, 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 our Team Lead you’ll be supporting the consistent delivery of efficient, accurate and customer-focused support within the contact centre by leading, coaching and developing a team of Customer Service Hosts to deliver an exceptional customer service experience across multiple channels (chat, email and voice). Your drive and ideas will help us move faster, improve smarter, and stay ahead of the game.

What you’ll do

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

People Leadership & Team Development

Manage day-to-day operations of a team of Customer Service Hosts

Monitor individual and team performance, ensuring productivity, quality, and service targets are consistently met

Along with the support of a Quality Assessor, perform regular coaching, performance reviews, and one-on-one feedback sessions

Motivate and engage team members through recognition, support, and professional development opportunities

Address behavioural or performance issues in line with company policies.

Operational Management

Monitor real-time performance and coordinate with Real-Time Analysts (RTAs) to manage agent adherence, coverage, and queue volumes

Ensure alignment with workforce management scheduling and capacity plans

Collaborate with the Operations Manager to implement process improvements and manage escalations effectively

Ensure compliance with internal procedures, industry regulations, and responsible gambling protocols.

Customer Experience & Quality Assurance

Ensure a high standard of service delivery that aligns with brand values and customer expectations

Conduct quality monitoring and provide feedback to improve service interactions

Manage and resolve escalated customer issues in a timely and professional manner

Act as a point of contact for internal stakeholders in relation to customer support trends or emerging issues.

Reporting & Insights

Track and report on team KPIs, including CPS (Contacts Per Shift), service levels, CSAT, QA scores, FCR (First Contact Resolution), and adherence

Identify operational trends and provide insights to the Operations Manager for strategic planning

Participate in regular business reviews, sharing team performance updates and action plans.

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

Fluency in English and Spanish; able to communicate effectively (read, write and speak fluently)

Proven working experience in a customer service/contact centre environment

Proven working experience in a supervisory/leadership role

Strong knowledge of customer support operations and key contact centre metrics

Strong leadership and people management skills

Willingness to work on rotating shifts, including evenings, weekends, and public holidays

Desirable skills you’ve got up your sleeve

It would be great if you also have some 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

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.

Medical insurance

Life assurance

Income protection

Pension scheme

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!

Should you not hear from us within 2 weeks, please assume your application has not been successful.

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