AI-Driven Customer Support Manager

Jem; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A South African startup is seeking a Customer Support Manager to lead a dedicated team in redefining customer support. Responsibilities include overseeing daily operations, managing performance, and implementing automation. The ideal candidate has 3 to 5 years of experience in customer support and a strong automation mindset. This role offers a competitive package and opportunities for growth within a fast-paced environment.

Benefits

Competitive salary

22 days of annual leave

Opportunity for career growth

Qualifications

• 3 to 5 years in customer support, including at least 1–2 years leading a team.
• Experience with calls, WhatsApp, and email support.
• Skilled in SLA management and performance tracking.
• Confident using data to make operational decisions.

Responsibilities

• Lead a high-performing customer support team.
• Oversee daily operations managing SLAs for response and resolution times.
• Design automation to reduce manual work.
• Track CSAT and NPS trends to improve satisfaction.

Skills

Team leadership

Customer support

Automation mindset

Communication skills

SLA management

Tools

Freshworks

Job description

A South African startup is seeking a Customer Support Manager to lead a dedicated team in redefining customer support. Responsibilities include overseeing daily operations, managing performance, and implementing automation. The ideal candidate has 3 to 5 years of experience in customer support and a strong automation mindset. This role offers a competitive package and opportunities for growth within a fast-paced environment.