Customer Support Manager
Overview
Lead and grow the customer support operation, managing a team of Customer Support Agents to handle customer queries, service requests, onboarding support, complaints, and disputes across multiple channels. Ensure accurate, timely, and fair resolutions while driving service excellence and operational efficiency.
Requirements
- 5–8 years' experience in customer support, customer service or a related operational environment
- 2–3 years' experience managing a team of customer support/contact centre agents
- Proven experience managing customer complaints and dispute resolution processes
- Strong knowledge of customer support, CRM and case management systems
- Strong MI and reporting capability, with advanced Excel skills
- Good understanding of the South African consumer protection and credit regulatory environment, particularly NCA and POPIA
Responsibilities
- Lead, coach and performance-manage the Customer Support team
- Set and monitor service, productivity and quality targets
- Own the end-to-end customer support journey
- Take ownership of escalated customer complaints and disputes
- Act as the key link between Customer Support and internal functions
- Produce accurate management information covering service levels, productivity, quality, complaints and team performance
How to apply
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