Senior Community Support Coordinator at Hollywoodbets

Skill Set

• Proven leadership and mentoring abilities.
• Excellent communication and interpersonal skills.
• Strong analytical and organizational capabilities.
• Ability to multitask and manage priorities effectively.
• Proficient in community management tools (e.g., Zendesk, social media dashboards).
• High emotional intelligence and conflict resolution skills.

Responsibilities

• Supervise, mentor, and support Community Support Coordinators in their daily duties.
• Conduct regular performance check-ins and provide constructive feedback.
• Foster a collaborative, motivated, and customer-centric team culture.
• Assign and monitor daily/weekly workloads to ensure even distribution and task completion.
• Track progress against response time and resolution targets.
• Manage staffing schedules and shift coverage during high-volume periods.
• Ensure consistent, high-quality community support across all customer touchpoints.
• Review interactions for tone, accuracy, and compliance with approved templates and guidelines.
• Identify areas for improvement and facilitate coaching or refresher training sessions.
• Oversee escalated cases and provide guidance on complex or sensitive issues.
• Ensure appropriate escalation handling e.g. Technical and financial queries, Regulatory or legal threats, Gambling self-exclusions, Meta (platform) compliance concerns.
• Liaise with internal departments to drive timely and effective resolution.
• Monitor team metrics such as response time, resolution rate, and customer satisfaction (CSAT).
• Identify performance trends and propose process improvements.
• Support management in preparing reports and recommendations based on community insights.
• Any other ad hoc duties that might be required.

Qualifications

• Matric (Grade 12)
• Diploma/Degree in Marketing, Communications, or related field (advantageous).
• Valid driver’s license.
• Overtime and weekend work.
• Flexibility to work shifts, weekends, and public holidays as required by social media activity patterns.
• Minimum 3–5 years’ experience in community support, customer service, or social media management, with at least 1 year in a supervisory or senior role.

Apply Before 03/31/2026