![Daniel Moses Muthui](https://jobicy.com/react/themes/app/images/avatar.jpg) Daniel Moses Muthui # Customer Support Team Lead Open to offers · Member since 26 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationJohannesburg, South AfricaDesired salaryUnspecifiedWork preferenceRemote Only / Full TimeExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI 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[AML](https://jobicy.com/talent/aml.md)[Blockchain](https://jobicy.com/talent/blockchain.md)[Coaching](https://jobicy.com/talent/coaching.md)[Crypto Payments](https://jobicy.com/talent/crypto-payments.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[Excel](https://jobicy.com/talent/excel.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Fraud Detection](https://jobicy.com/talent/fraud-detection.md)[KYC](https://jobicy.com/talent/kyc.md)[Online Casino](https://jobicy.com/talent/online-casino.md)[Power BI](https://jobicy.com/talent/power-bi.md)[QA](https://jobicy.com/talent/qa.md)[Reporting](https://jobicy.com/talent/reporting.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Root Cause Analysis](https://jobicy.com/talent/root-cause-analysis.md)[Service Recovery](https://jobicy.com/talent/service-recovery.md)[SLA Management](https://jobicy.com/talent/sla-management.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Workforce Planning](https://jobicy.com/talent/workforce-planning.md) ## Tech stack & tools Working toolkit ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ## Experience Career history ### Customer Support Team Lead | iGaming · JACKPOT CITY CASINO Jan 2024 – PresentI 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 Feb 2018 – Dec 2023I 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 Jan 2016 – Jan 2018I 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 Jan 2013 – Dec 2015I supported project administration activities, research coordination, and operational documentation. This role strengthened my organizational, reporting, and stakeholder coordination skills. ### Research Analyst · Rawson Inc Jan 2009 – Dec 2012I 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 2007Bachelor of Arts, International Relations Completed a Bachelor of Arts degree in International Relations across Malaysia and Kenya. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.