Customer Experience Team Lead

Reports To: Operations Lead

Who we are:

Betika is one of the leading gaming companies with platforms and operations in 9 African countries, handling millions of monthly site visits. We are not just a Sports Betting brand; we are a lifestyle brand that believes in responsible gaming practices.

Overall Purpose

The Customer Experience Team Lead oversees and manages customer service operations across voice channels, ensuring seamless and high-quality interactions. Their key responsibilities include optimizing team performance, maintaining service consistency, and enhancing customer satisfaction and loyalty. This role is crucial in upholding Betika's customer service standards and fostering a positive experience across all communication channels.

Key Responsibilities:

Operations Management:

• Lead and motivate Customer Experience Executives to achieve performance targets and deliver exceptional service.
• Implement and maintain quality assurance programs to ensure consistent and high quality customer interactions.
• Manage daily operations to optimize workflow, ensuring efficient handling of customer inquiries and concerns.
• Ensure a seamless and consistent customer experience across both voice and social media channels.
• Generate and analyse reports on key performance indicators, presenting insights to management for strategic decision-making.
• Foster open communication channels within the team and across departments, promoting a collaborative work environment.
• Ensure that customer service agents adhere to company policies and standards in all interactions.
• Ensure compliance with relevant regulations and guidelines in customer service operations.
• Remain hands-on in day-to-day operations, including supporting calls, chats, and social media enquiries during peak periods, unexpected volume spikes, absences, or other operational needs.
• Lead by example in handling complex customer cases and ensure service levels are maintained across all shifts.

People and Performance Management:

• Foster a positive team culture through mentorship, coaching, and calibration sessions.
• Conduct regular QA reviews of calls, emails, and chats against defined scorecards; maintain accurate performance tracking for each Agent.
• Address and resolve interpersonal conflicts within the team, promoting a harmonious work environment.
• Monitor and enforce adherence to attendance and punctuality standards, addressing any issues promptly.

Issue Escalation and Resolution:

• Serve as the escalation point for complex or high-priority customer issues, guiding team members & issue resolution for possible cases.
• Provide guidance and support to customer service agents in resolving escalated issues, ensuring adherence to company policies.
• Collaborate with other departments to address root causes and ensure comprehensive issue resolution.
• Monitor and manage resolution times, ensuring timely responses to customer issues and minimizing delays.

Coaching:

• Identify individual training needs and facilitate coaching sessions to enhance the skills of team members.
• Regularly monitor and assess the performance of customer service agents to track progress against goals.

Education & Experience:

• Diploma or Undergraduate Degree from a recognized University or Institution.
• 3–5 years of experience in a Customer Experience or Customer Service environment, preferably within fintech, digital services, subscription-based businesses, e-commerce, gaming, telecommunications, or another fast-paced industry.
• Demonstrated experience supervising and managing Customer Service or Call Centre agents is required.
• Experience managing performance, service quality, escalations, shift coverage, and customer service KPIs is highly desirable.

Functional Competencies:

• Fluency in both English and Luganda.
• Strong leadership and coaching ability, with a calm, solutions-focused approach under pressure.
• Strong problem-solving and conflict resolution skills, with the ability to manage challenging and escalated customer interactions professionally.
• Sound judgement in escalation handling, able to assess risk, urgency, and appropriate resolution paths.
• Solid understanding of the sports betting industry, products, and promotions.
• Excellent time management and organizational skills.
• Comfortable working with data (dashboards, formulas, trend tables) to track and improve team performance.
• Active listening skills and keen attention to detail, particularly in QA scoring and reporting.
• Ability to multitask, adapt to rotating shifts, and manage unplanned volume spikes.
• Strong interpersonal skills and collaborative team spirit.
• Flexibility, resourcefulness, and a solution-oriented mindset.
• Demonstrates patience, empathy, accountability, and integrity in all interactions.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section