Player Success Manager

Role type: Permanent

Location: Cape Town

Salary: 28K ZAR

Working pattern: Shift work. Any 5/ 7 days, between hours of 8am - 12am. Including on-site work.

Why Midnite?

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the excitement of betting on their favourites.

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome. 

The role:

We are looking for a qualified Player Success Manager to join our team and oversee the support of our players. Our ideal candidate has exceptional oral and written communication skills and is able to manage customer support operations. You should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with our community. 

This role will focus on customer retention, with a strong emphasis on maintaining and nurturing our key customer base. We’re also seeking candidates with a proven track record in driving process improvements to enhance customer experience and operational efficiency.

What will you do?

• Collaborate with internal teams and the wider business to ensure alignment and adoption of our customer retention strategies.
• Respond to comments and customer support escalations in a timely manner.
• Coordinate support team members.
• Help our team QA new features.
• Make weekly reports with details from your department's KPIs
• Share data-backed retention improvements over time.
• Monitor and report on feedback and online reviews.
• Organise and participate in events to build community and boost brand awareness.
• Respond to customer support escalations in a timely manner.

Requirements

• Proven track record of enhancing customer experience and reducing churn
• 3+ Years as a Customer Success Manager.
• Knowledge of the main C.S metrics (Wait time, FCR, NPS etc).
• Extensive knowledge and passion for esports, betting, and gaming.
• Proven experience driving process improvements.
• Self-starter and problem solver who has a track record of taking the initiative.
• Able to commit fully to Midnite; no side projects or other clients.
• Excellent verbal communication and writing skills.

Benefits

• You’ll have a key role in which you'll be integral to our company culture and help shape the direction.
• Join our frequent company-wide gatherings and game nights that draw our community closer together.
• Enjoy 33 paid holidays a year.

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.

Benefits