Job description
Location: Century City, Cape Town, South Africa (Remote until March 2026, office-based thereafter)
Salary: ZAR 19,000 per month
Working Pattern: Rotational shifts, 24⁄7, 365 days a year
Role Overview
Player Support Agents are the frontline of the Midnite experience. This role is service-first — focused on resolving player issues efficiently, confidently, and with empathy, while protecting both our players and the business.
You’ll handle real-time customer interactions across chat and email, balancing high-quality service with clear operational KPIs. You’ll work within a rotating shift pattern that supports a fully operational 24⁄7 service model.
This is not a passive support role. You are expected to think critically, spot risk early, and take ownership of outcomes — not just close tickets.
Key Responsibilities
Customer Service & Experience
Handle inbound player contacts via chat and email, resolving queries related to:
- Account access, verification, and closures
- Bonuses, promotions, and offers
- Sports, esports, and casino products
Deliver clear, accurate, and human responses aligned to Midnite’s tone of voice.
Manage multiple conversations simultaneously while maintaining service quality.
Escalate issues appropriately and efficiently when required, with clear context and ownership.
Always refer and deal with Players in line with Midnite internal policies.
Service KPIs & Performance
Work to defined Player Support KPIs, including:
- First Response Time (FRT)
- Resolution Time
- CSAT / Player Satisfaction
- Quality and accuracy of responses
Balance speed with quality — fast but never sloppy.
Take accountability for personal performance and continuous improvement.
Risk, Safer Gambling & Compliance
- Identify and respond to indicators of problem gambling during player interactions.
- Apply Safer Gambling processes correctly and confidently, escalating where required.
- Follow all internal policies and procedures when taking actions or completing reviews.
Fraud & Account Risk
- Identify potential fraud or misuse across player accounts.
- Take appropriate preventative action, including account restrictions or blocks.
- Work closely with internal teams when accounts of concern are identified.
Team Collaboration & Handover
Provide clear, structured handovers, highlights:
- Accounts of note
- Ongoing risks or investigations
- Required follow-ups
Contribute to a strong team culture through knowledge sharing and collaboration.
Core Skills
- Customer-focused mindset — you care about solving the problem, not just replying.
- Strong written communication — clear, calm, and professional under pressure.
- Analytical thinking — able to assess information, spot patterns, and make sound decisions.
- Organisation & prioritisation — comfortable juggling multiple live conversations.
- Independent working — able to operate confidently during quieter or unsupervised shifts.
Behaviours That Matter
- Calm under pressure in a fast-paced, real-time environment.
- Proactive — you look for risks and issues before they escalate.
- Accountable — you own outcomes, not excuses.
- Adaptable — comfortable working rotating shifts, including nights and weekends.
- Team-oriented — you contribute to shared standards and culture.
Working Hours & Shift Pattern
- Rotational shift pattern covering 24/7, 365 days a year.
- 5 days worked out of 7.
- 9-hour shifts, including weekends, nights, and late shifts.
- Shift rotation shared fairly across the team.
This is a ground-floor opportunity to help shape how Player Support operates at a fast-growing, next-generation betting brand.
You’ll be part of a team that:
- Values high standards and clear ownership
- Is serious about service quality, not just volume
- Invests in learning, development, and progression
- Builds culture intentionally, even while scaling
We bring together deep betting expertise, modern technology, and a genuinely collaborative culture. If you want a role where service matters, decisions count, and no two shifts are the same — this is it.
At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.
We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.
