Remote Player Support Agent in Cape Town at Midnite | R19 000 p/m

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.

Requirements

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.

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.

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.