FungaBet — Customer Lead (Remote)

About FungaBet FungaBet is an expanding sports betting and casino platform preparing for launch across East Africa. Our mission is to provide players with a fast, secure, and professional gaming experience supported by exceptional customer service and operational excellence. We are currently building a remote customer operations team to assist with player management, issue resolution, payment support, and overall customer satisfaction. Position Customer Lead (Remote) Position Overview The Customer Lead will play a critical role in managing the overall player experience and customer support operations at FungaBet. This role goes beyond standard customer service and focuses heavily on customer relationship management, support operations, escalation handling, and player retention. The ideal candidate will oversee support workflows, ensure players receive timely and professional assistance, and help maintain high customer satisfaction standards across all communication channels. Key Responsibilities Manage and respond to player inquiries regarding deposits, withdrawals, account access, bonuses, and technical issues Oversee customer service quality and player satisfaction Assist with support workflow management and escalation procedures Coordinate player support activities across Telegram, WhatsApp, live chat, and ticketing systems Monitor support queues and ensure timely issue resolution Escalate fraud, payment disputes, and suspicious account activity appropriately Support KYC verification and account review procedures Assist in building customer support SOPs, escalation processes, and response templates Work closely with operations and management teams to improve service efficiency and player retention Identify recurring player concerns and recommend operational improvements Qualifications Previous customer service, customer management, or iGaming experience preferred Strong communication and conflict-resolution skills Excellent organizational and leadership abilities Ability to multitask and manage priorities in a fast-paced remote environment Professional handling of escalations and sensitive player matters Experience with CRM systems, support platforms, or ticketing systems is a plus English fluency required; Swahili is highly preferred Preferred Experience Sports betting, casino, fintech, or online gaming support experience Knowledge of KYC verification and fraud prevention Customer service leadership or team lead experience Experience developing SOPs, support scripts, or operational workflows What We’re Looking For We are seeking proactive, detail-oriented, and professional individuals who understand the importance of customer experience in the iGaming industry. The Customer Lead will be responsible for helping create a fast, organized, and reliable support environment that contributes directly to player retention and overall platform success. Training & Onboarding Selected candidates will complete: Platform walkthrough training Risk & Fraud operational training JSM & Operations training UBO platform onboarding Internal communication and escalation procedures How to Apply Please submit: Updated resume Relevant customer service or iGaming experience Languages spoken Availability and time zone Any experience with KYC, sportsbook, casino, fraud prevention, or customer support operations FungaBet is committed to building a professional, high-performing remote operations team focused on delivering an outstanding player experience.