ZA Operations Associate - Night Shift
Sporty Group is seeking an Operations Associate for a night shift role. The role involves developing reports to optimise fraud detection and operational efficiency, maintaining and improving internal SOPs, tools, and knowledge base, and monitoring payment systems and PSPs for real-time alerts. This is a hybrid position located at the Cape Town office, with working hours from 23:00 to 07:00.
The successful candidate will handle day-to-day backend operations, including query resolution, content management, and escalations. They will also monitor and manage customer service operations, analyse customer service processes to identify areas for improvement, and handle level 2/3 escalations by providing support to the customer service team through data and customer history analysis. Escalations to the Product, Technology, Trading, and Payment teams will be required. The role also includes reconciling online payment transactions, monitoring success rates from downstream service providers, checking potential fraud activities to mitigate risk in online transactions, and executing daily and monthly payment reviews with reports as needed. Website content management, including banners, comment filtering, promotion landing pages, and website content, is also part of the responsibilities. Additionally, the role involves handling customer queries via social media, web chat, email, and calls.
- Handle day-to-day backend operations including query resolution, content management, and escalations.
- Monitor and manage customer service operations.
- Analyse customer service processes to identify areas for performance or process improvements.
- Handle level 2/3 escalations providing support to the customer service team by analysing data and customer history.
- Escalate issues to the Product, Technology, Trading, and Payment teams as required.
- Reconcile online payment transactions and monitor the success rate from downstream service providers.
- Check potential fraud activities to mitigate the risk in online transactions, and escalate issues promptly if needed.
- Execute daily & monthly payment review and provide reports if needed.
- Manage website content including banners, comments filtering, promotion landing pages, and website content.
- Handle customer queries via Social Media, Web Chat, E-mail and Calls.
- Fluency in English (required)
- Strong Excel/Google Spreadsheet skills (required)
- Current or previous experience in the iGaming/Sports betting industry (required)
- 1+ years of Level 2 Support or Payment/Tech specialist in gaming (preferred)
- Interest in sports (preferred)
- Detail-oriented (required)
- Analytics-driven (required)
- Ability to work on flexible shifts, including possibly working on public holidays and weekends (required)
Sporty Group is a sports technology company whose brands include SportyBet, a mobile-first sportsbook licensed in Nigeria, Ghana, Kenya, Zambia, Tanzania and Uganda, alongside the Sporty.com app and the SportyTV broadcast service in Nigeria. SportyBet has sponsorship partnerships with Real Madrid and Manchester City. The group hires across Europe, Latin America and Asia, and many of its technology and product roles are remote.