Social Media Customer Experience Host
Betway Africa is looking for a Social Media Customer Experience Host to act as the voice of the Betway and Jackpot City brands across various social media platforms. The role involves managing customer interactions, resolving queries, and protecting brand reputation in a fast-paced digital environment.
The successful candidate will be responsible for delivering exceptional support, moderating online conversations, and identifying sentiment trends. This position is critical for shaping the online experience of customers and ensuring that all interactions remain professional, compliant, and aligned with the brand's tone of voice.
- Respond to customer queries, complaints, comments, and direct messages across Facebook, Instagram, X, and selected third-party platforms such as Trust Pilot, Reddit and other review sites.
- Assist customers with service-related enquiries, including deposits, withdrawals, account access, verification, CRM, promotional, and technical issues.
- Manage and resolve customer cases using Genesys and internal support systems.
- Escalate complex issues to the appropriate teams and ensure timely resolution.
- Monitor, moderate, and engage in online conversations to maintain a positive community environment.
- Login daily to track and analyse customer sentiment, identifying trends, risks, and opportunities that may impact the Betway and Jackpot City brands.
- Respond to brand mentions and reviews across owned and third-party channels, including Trustpilot, Reddit, and App Store Reviews.
- Collaborate with the social media marketing teams to improve the customer experience and provide valuable customer insights.
- Ensure all customer interactions are accurate, professional, compliant, and aligned to the brand's tone of voice.
- Assist the greater service host centre when required.
- 2-4 years' experience in customer service, social customer care, community management, or a contact centre environment (required).
- Diploma or Degree in Communications, Public Relations, Marketing, Journalism, Digital Media, Customer Experience, or a related field (preferred).
- Excellent written communication skills with the ability to adapt your tone to different situations and audiences (required).
- A strong understanding of social media platforms, online communities, and digital customer engagement (required).
- Previous copywriting experience with the ability to adapt tone of voice across customer service and brand communications (nice-to-have).
- Demonstrated community management experience within the iGaming, Sports Betting, or Digital Entertainment industry (nice-to-have).
- Strong understanding of brand reputation management, public relations principles, and sentiment monitoring (nice-to-have).
- Proficiency in customer support platforms, CRM systems, and case management tools, including Genesys (nice-to-have).
- Supergrowth learning and development programmes.
- Performance tool for meaningful feedback and career development.
- Employee Assistance Programme for employees and their families.
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.