Head of Customer Service at 247Bet

Role Description

• This is a full-time hybrid role for a Head of Customer Service, based in Lagos. Customer obsession is one of our core values, and this role owns it operationally. The Head of Customer Service will build and lead our support function from the ground up — designing the operating model, standing up the team, and delivering fast, high-quality, multi-channel support to thousands of users. You'll own the metrics that matter (response time, resolution, CSAT), build the systems and playbooks behind them, and make support a genuine driver of trust and retention. This is a hands-on leadership role for someone who can both set strategy and run a high-performing operation.

What You'll Do

• Build and lead the customer service function — strategy, operating model, team structure, and shift coverage
• Hire, train, and develop a team of support agents and team leads across live chat, email, social, and in-app channels
• Define and own support KPIs — first response time, resolution time, CSAT, and SLA adherence
• Stand up and optimise the support tech stack (helpdesk, live chat, knowledge base, ticketing, and automation)
• Design escalation paths and work closely with payments, KYC/fraud, and engineering to resolve user issues at source
• Build self-service resources, FAQs, and a knowledge base to deflect repetitive queries
• Own responsible-gaming and complaints-handling processes in line with regulatory requirements
• Surface recurring issues and user pain points to product and leadership to drive fixes upstream
• Deliver 24/7 support coverage aligned to peak betting periods and major sporting events

What We're Looking For

• 6+ years in customer service / support, including experience building or leading a support team at scale
• A track record in a fast-paced, high-volume consumer business (fintech, payments, e-commerce, gaming, or similar)
• Strong people leadership — hiring, training, scheduling, and developing support teams
• Hands-on experience with helpdesk and live-chat platforms (e.g. Freshdesk, Zendesk, Intercom, or equivalent)
• Data-driven, with a strong grasp of support metrics and how to improve them
• Excellent communication and a genuine customer-first mindset
• Calm and effective under pressure, with strong problem-solving and escalation-management skills

Nice to Have

• Experience in sports betting / gaming or another regulated consumer product
• Familiarity with KYC, payments, and fraud workflows and how they affect support
• Experience standing up a support function from scratch
• Understanding of responsible gaming and complaints-handling obligations in Nigeria