Hollywoodbets have been revolutionising betting within South Africa since 1999 and we are currently making inroads further into Southern Africa. As a frontrunner in our industry we are always finding new ways to give our customers the best betting experience.
Our sports betting site features a large variety of events and markets to bet on, with expert bet...
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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.
Gmail
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