Head of Customer Service

247Bet is seeking an experienced Head of Customer Service to build and lead our support function from the ground up. This is a hands-on leadership role based in Lagos, combining strategic oversight with operational excellence across all customer support channels.

Responsibilities

• 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

Requirements

• 6+ years in customer service / support, including experience building or leading a support team at scale
• 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

How to Apply

No application instructions provided in the posting.