Player Support Agent

About the role

🚀 Why Midnite? Midnite is a next-generation sports betting and gaming platform built for a new wave of players. We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today. Over 400,000 players have already made the move, and we’re only just getting started. We’re a high-performance team operating at pace. High ownership. Constant iteration. No hiding behind processes. We move quickly, test relentlessly, and turn ambitious ideas into real impact. If you’re driven, creative, and thrive in fast-moving environments where you can shape meaningful outcomes - keep reading. Not your grandad’s bookie. 👀 The Role Title: Player Support Agent Team: Player Support Location: Cape Town, South Africa (Onsite) We're looking for a Player Support Agent to act as the frontline of Midnite's player experience, delivering a service-first approach across chat and email support. This role combines real-time customer service, risk awareness, and operational performance. You'll resolve player queries efficiently, confidently, and with empathy — covering everything from account access and verification to bonuses, promotions, and product queries across sports, esports, and casino. Working within a 24/7 rotating shift model, you'll play a key role in keeping Midnite's player support running around the clock. Working closely with Risk, Compliance, and wider Support teams, you'll use player insight and internal processes to protect players, resolve issues quickly, and maintain a high standard of service at all times. You will: Handle inbound player contacts via chat and email, resolving queries related to account access, verification, and closures, bonuses, promotions, and offers, and 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. Work to defined Player Support KPIs, including First Response Time (FRT), Resolution Time, CSAT/Player Satisfaction, and quality and accuracy of responses. Identify and respond to indicators of problem gambling during player interactions, applying Safer Gambling processes correctly and confidently. Identify potential fraud or misuse across player accounts and take appropriate preventative action, including account restrictions or blocks. Provide clear, structured handovers highlighting accounts of note, ongoing risks or investigations, and required follow-ups. Always refer to and deal with players in line with Midnite's internal policies. The Next Midniter: Experience in a customer service, contact centre, or player support environment is required. Communicates clearly, politely, and professionally, actively listening to players and responding with genuine empathy. Punctual and reliable, comfortable working within a 24/7 rotating shift model. Takes ownership of decisions, escalating complex issues appropriately and efficiently. Adapts quickly to new processes, policy updates, and product changes. Collaborates well within a team, contributing to knowledge sharing and a strong team culture. Welcomes feedback and stays engaged with ongoing learning and skill development. Handles sensitive player information responsibly and in line with data protection standards. 💰 Winnings Shape our future: Play a key role in our team's success, where your voice matters, and you'll have a direct impact on shaping Midnite's future. Work-Life Balance: Enjoy 21 paid holidays a year, plus generous parental leave, supporting you during life's most important moments. Group Risk Benefits: Have peace of mind with 100% employer-funded group risk cover through Discovery. Retirement Fund: Plan for your future with a retirement fund benefiting from a 5% employer contribution and a 5% employee contribution. Discretionary 13th Cheque: Be rewarded for your contribution with a discretionary 13th cheque. Grow with us: Expand your skills through internal and external learning opportunities while benefiting from access to mentorship programs that support your development. Transparent compensation: We provide competitive pay with clear team bandings and salary grids, ensuring that salary discussions are simple and fair. Constructive feedback: We foster a transparent culture, encouraging individual feedback and review sessions to help everyone improve. 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.