Player Support Agent - PT

🚀 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 (Part-time)

Team: Player Support

Location: Cape Town, South Africa (Onsite, 5 days per week)

Employment Type: Part-time

Employment Term: Fix-term - 6 months

Working pattern: 4–6 hours per day, Monday - Sunday

Monthly hours: 108 hours

Salary: R98 per hour

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 4–6-hour shifts daily, you’ll play a key role in providing reliable afternoon and evening coverage within Midnite’s wider 24/7 Player Support operation. This is a fixed-term agreement over 6 months.

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, closures, bonuses, promotions, 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, Resolution Time, CSAT, and quality and accuracy.
• Identify and respond to indicators of problem gambling, 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:

• Has experience in a customer service, contact centre, or player support environment.
• Has experience handling live chat and email support while managing multiple concurrent conversations.
• Communicates clearly, politely, and professionally, actively listening to players and responding with genuine empathy.
• Is punctual and reliable, and comfortable working part-time shifts of 4–6 hours per day, including weekends and public holidays, as scheduled.
• Takes ownership of decisions and escalates complex issues appropriately and efficiently
• Adapts quickly to new processes, policy updates, and product changes.
• Collaborates well within a team and contributes 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.

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.