# Customer Service Manager (SuperSportBet) > KingMakers · Lusaka, Zambia · Contract · Posted 2026-10-30 **Workplace:** on_site **Department:** Customer Service ## Description **SuperSportBet Zambia** is a growing operation within the KingMakers group, currently 10+ months in market and expanding fast. Customer Service is a core operational capability — central to customer trust, regulatory compliance and day-to-day brand credibility. We're hiring a **Customer Service Manager** to own frontline delivery in Zambia: managing the **customer service** team currently supported from South Africa, building out local operations, and leading VIP account management for our highest-value players. This is an on-site role in Lusaka, reporting to the Country Manager (Zambia), with a dotted line into the Head of Customer Service in South Africa, during the transition period. This is a **12-month fixed-term** contract. You’ll be joining at a foundational moment, with the chance to set the standard for how customer service runs in Zambia. ## Requirements - 4+ years in a customer service management role, ideally in a contact centre or multi-channel environment. - Proven experience managing and developing frontline teams. - Experience with scaling a new CS operation is a strong plus. - iGaming, telco, mobile money or banking background highly preferred. - VIP or key account management experience is a significant advantage for this role. - Familiarity with building out Help Centre / knowledge base infrastructure. ### ** Skills & Abilities** - Strong leadership with the confidence to set standards and hold people accountable. - Coaching-first performance management style with sound people judgement. - Data-driven mindset — comfortable setting and managing KPIs (CSAT, FCR, AHT, queue SLAs). - Clear, confident communicator across teams and seniority levels. - Experience with CRM tools (Salesforce preferred) and CS platforms. - Comfortable with shift scheduling and workforce planning basics. - Working knowledge of AI tooling and automation in CS contexts is a plus. ### **Qualifications** - Tertiary qualification in Contact Centre Management, Operations, Business or a related field (preferred, not required if experience is strong). **Non-Negotiables** - Based in Lusaka - this is a fully on-site role. - Ownership mentality - demonstrate a strong sense of ownership in ensuring critical issues are addressed promptly and effectively, particularly during peak periods or business-critical incidents. - Agile and responsive - able to escalate and act quickly, including outside standard hours when needed. - Leads by example - punctual, visible, and present on the floor. ### **What you'll own** **Frontline CS Delivery & Performance** - Own day-to-day CS operations against agreed KPIs and SLAs across all operating hours. - Monitor queue performance, agent utilisation and service levels — act fast when things go off track. - Manage escalations with urgency and fairness; ensure clean handoffs to specialist teams. - Drive quality-first behaviours: right-first-time resolution, consistent coaching, measurable improvement. - Provide regular performance reporting to leadership, including risks, trends and actions taken. **VIP Account Management** - Identify and manage our highest-value players, ensuring they receive proactive, personalised service. - Keep VIP players active and engaged on the platform — monitor activity, flag risks, drive retention. - Handle VIP escalations directly, balancing commercial sensitivity with customer fairness. - Act as the bridge between VIP player feedback and internal product, marketing and operations teams. **Team Building & People Leadership** - Lead the Zambia CS team currently reporting into South Africa— transition local ownership progressively. - Onboard and train new CS agents as the team grows (additional hires planned via Dash). - Identify future Team Lead potential and begin building the conditions for a locally structured team. - Model the behaviour you expect: punctual, present, accountable. **Operations, Scheduling & Enablement** - Own shift scheduling and coverage planning as the team scales. - Ensure teams have the tools, training and CRM access to deliver excellent support (Salesforce). - Manage tool interruptions and escalate operational issues through the right channels. - Capture and structure Voice of the Customer insights and feed them into the business. **Stakeholder Engagement & Cross-functional Collaboration** - Build strong working relationships across Payments, Fraud, Product, Marketing across the group. - Represent Zambia CS clearly in cross-market forums — communicate operational constraints and customer realities. - Align with South Africa on processes during the transition; adapt what needs to be adapted for the Zambian context. **What Success Looks Like** **Month 1–3:** Deep product and process immersion. Build relationships with the CS team, SA counterparts, and key stakeholders. Learn the VIP player base. Identify quick wins. **Month 3–6:** CS KPIs are defined and the team is performing against them. VIP players are actively managed and engaged. Team relationships are strong and local CS ownership is visibly taking shape. **How You Do It – Our CROWNS, Our Values** At KingMakers, our **CROWNS values** aren’t posters on the wall — they’re how we work and win together: - **Customer First**: Build with and for our customers. Always deliver meaningful value. - **Raise the Bar**: Take initiative, own outcomes, and push for better every time. - **Operate with Candor**: Be open, clear, and constructive. Speak truth with kindness. - **We Build Together**: Collaborate, share the load, and succeed as a team. - **No Hesitation, Never Reckless**: Move boldly and responsibly. Own your risks. - **Speed & Iteration**: Act fast, learn fast, improve fast. Progress beats perfection. ## Benefits - Competitive salary (range aligned to seniority and market benchmarks — discussed at first interview stage). - Statutory pension (NAPSA) - A role with real scope: you're building the CS function in a growing market. ## Apply [Apply at KingMakers](https://apply.workable.com/kingmakers/j/ACE0B7D617/apply) --- Powered by [Workable](https://www.workable.com)