Safer Gambling Team Lead

Salary: R40000 - R45000

Location: Hybrid - South Africa, must be Cape Town-based

Shift: 5 days per week, between 9am & 7pm, Monday through to Sunday

Why Midnite?

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the rush of winning money. 

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome. 

Your Role

We are looking for a Safer Gambling Team Lead to oversee and support our Safer Gambling Team. This full-time role will play a key part in the Compliance Department, ensuring the delivery of our commitment to reducing gambling-related harm among our customers. You will lead a multi-disciplinary team, contributing to safer gambling processes and providing operational guidance while ensuring a seamless customer experience.

This position requires flexible availability across shifts, with typical working hours scheduled between 9am & 7pm Monday through to Sunday.

Your Role:

• Lead and mentor a team of Safer Gambling Analysts, ensuring adherence to policies and the delivery of high-quality customer interactions.
• Engage directly with customers via email, chat, or outbound calls to address safer gambling concerns and implement interventions as needed.
• Manage escalations and complex cases, ensuring appropriate action is taken in line with internal processes and regulatory requirements.
• Develop and refine safer gambling procedures, collaborating with management to continuously improve team practices and processes.
• Analyse customer accounts flagged through internal systems or by the Player Success Team to identify and address signs of gambling-related harm.
• Provide training and coaching to team members to enhance their understanding of safer gambling practices and customer care.
• Monitor team performance to ensure SLA compliance and maintain a frictionless user experience.
• Collaborate with other departments, including Anti-Financial Crime and Player Experience, to assess and address customer risks effectively.
• Prepare and deliver reports on safer gambling activities, identifying trends and recommending improvements to existing frameworks.
• Ensure all customer interactions and outcomes are documented accurately and in compliance with relevant regulations.
• Escalate high-risk cases and suspicious activity to the appropriate stakeholders, such as the MLRO or Head of Compliance.

You Should Apply If You Have/Are:

• Excellent team management skills, with prior experience in supervising a team.
• Strong written and verbal communication skills with fluency in English (native or bilingual proficiency).
• At least two years of experience in Safer Gambling, Anti-Money Laundering, or a similar compliance-focused role.
• Experience managing difficult customer conversations, particularly in high-pressure scenarios.
• Proficient in analysing customer data and identifying trends or risks related to gambling behavior.
• Attention to detail with the ability to assess and prioritise cases effectively.
• Self-motivated and able to work independently or collaboratively in a fast-paced environment.
• Previous experience in delivering excellent customer service.

Desirables

• Experience working in the iGaming industry or another highly regulated sector.
• Familiarity with (KYC) processes and Anti-Financial Crime practices.
• A background in customer service, call centers, or sales environments where negotiation and resolution skills were key.
• Relevant compliance qualifications (e.g., ICA, ACAMS) or training in safer gambling best practices.

Working With Us

• You’ll have a key role in which you'll be integral to our company culture and help shape the direction. 
• Join our frequent company-wide gatherings and game nights that draw our community closer together.
• Enjoy 33 paid holidays a year.

At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.