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Daniel Moses Muthui
Daniel Moses Muthui

Customer Support Team Lead

Open to offers · Member since 26 Jul 2026
Message
Location
Johannesburg, South Africa
Desired salary
Unspecified
Work preference
Remote Only / Full Time
Experience level
Senior

About

Professional summary

I am a Customer Support Team Lead with more than 10 years of experience building and scaling 24/7 multilingual support operations in iGaming and regulated digital services.

I have led high-performing teams across live chat, email, phone, WhatsApp, Telegram, and social channels, with a strong focus on SLA ownership, KPI improvement, and service recovery. My background includes supporting sportsbook, casino, live dealer, and crypto/fiat payment environments for Tier-1 brands.

I am especially experienced in VIP and high-roller support, escalation management, and collaboration with Risk, Fraud, Payments, and Compliance teams. I have worked extensively with KYC/AML, chargebacks, bonus abuse prevention, and responsible gambling processes.

I use data and coaching to improve team performance, customer satisfaction, and operational efficiency. My work has helped reduce escalations, improve first-contact resolution, strengthen QA scores, and lower public complaints through root-cause analysis and proactive fixes.

I am comfortable working with AI chatbots, omnichannel support platforms, and reporting tools to improve service quality and team productivity. I also bring hands-on experience with workforce planning, forecasting, and performance reporting.

I am open to remote, hybrid, on-site, and relocation opportunities, and I am looking for a leadership role where I can continue improving customer operations, retention, and service excellence in fast-paced environments.

Skills

23 capabilities
AMLBlockchainCoachingCrypto PaymentsCustomer ExperienceCustomer RetentionCustomer SupportData AnalysisEscalation ManagementExcelForecastingFraud DetectionKYCOnline CasinoPower BIQAReportingRisk ManagementRoot Cause AnalysisService RecoverySLA ManagementTeam LeadershipWorkforce Planning

Tech stack & tools

Working toolkit

Collaboration

Jira

Communications

Slack

Experience

Career history

Customer Support Team Lead | iGaming JACKPOT CITY CASINO

I lead a 25-agent support team across live chat, WhatsApp, email, phone, and Telegram, maintaining 98%+ SLA adherence during major volume spikes.

I introduced AI chatbot support and structured coaching, which reduced escalations and improved first-contact resolution. I also monitor productivity and quality through BI dashboards and use the findings to improve team performance.

I partner closely with Risk and Fraud teams on bonus abuse, multi-accounting, and chargebacks, while also supporting crypto and fiat transaction issues. I manage VIP escalations and service recovery efforts to improve retention and reduce public complaints.

Customer Support Team Lead | iGaming BETWAY AFRICA

I oversaw 24/7 support operations for a high-volume sportsbook and casino environment during major sporting events and traffic surges.

I built feedback-tracking and service recovery processes that improved customer sentiment and reduced repeat complaints. I also recruited, onboarded, and mentored support agents, helping drive internal promotions and reduce attrition.

I piloted AI sentiment analysis for at-risk players and coordinated with Payments and Tech teams on launches, payment methods, and platform changes with zero downtime.

Customer Support Specialist BETWAY AFRICA

I handled high-volume customer contacts through phone, email, and live chat while consistently exceeding quality targets.

I resolved complex escalations involving KYC/AML, payment disputes, bonus queries, and chargebacks for fiat and crypto accounts within SLA.

I maintained accurate case records in Zendesk and Salesforce and supported new player onboarding, contributing to improved activation rates.

Project Administrator B. Ramgoolam and Associates

I supported project administration activities, research coordination, and operational documentation.

This role strengthened my organizational, reporting, and stakeholder coordination skills.

Research Analyst Rawson Inc

I conducted research and analysis to support business decision-making and reporting.

This experience helped build my analytical approach and attention to detail.

Education

Learning history

INTI University College Malaysia / University of Nairobi

Bachelor of Arts, International Relations

Completed a Bachelor of Arts degree in International Relations across Malaysia and Kenya.

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