Head of Customer Service

About the role

247Bet is looking for a dynamic Head of Customer Service to build and lead its support function from the ground up. Based in Lagos, this full‑time hybrid role will shape the operating model, recruit and develop a multi‑channel team, and ensure fast, high‑quality service for thousands of users.

Key responsibilities

• Design and implement the customer service strategy, operating model, team structure and shift coverage.
• Hire, train and develop support agents and team leads across live chat, email, social and in‑app channels.
• Define, own and report on core KPIs such as first‑response time, resolution time, CSAT and SLA adherence.
• Stand up and optimise the support tech stack (helpdesk, live chat, knowledge base, ticketing, automation).
• Create escalation paths and collaborate with payments, KYC/fraud and engineering to resolve issues at source.
• Develop self‑service resources, FAQs and a knowledge base to deflect repetitive queries.
• Manage responsible‑gaming and complaints‑handling processes in line with regulatory requirements.
• Provide 24/7 coverage aligned with peak betting periods and major sporting events.

Required profile

• 6+ years of experience in customer service or support, including building or leading a team at scale.
• Proven track record in fast‑paced, high‑volume consumer businesses such as fintech, payments, e‑commerce or gaming.
• Strong people‑leadership skills: hiring, training, scheduling and developing support teams.
• Data‑driven mindset with the ability to improve support metrics.
• Excellent communication and a genuine customer‑first attitude.

Required skills

• Hands‑on experience with helpdesk and live‑chat platforms (e.g., Freshdesk, Zendesk, Intercom).