Cape Town Customer Service Manager: Lead & Elevate Support

1 Grid; Cape Town; On-site; ZAR 450,000 - 650,000; Full time

Job summary

1-grid is seeking an experienced Customer Service Manager to lead our Cape Town support team and optimise daily operations to deliver exceptional customer experiences.

You will drive performance, monitor KPIs, and collaborate with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues, reporting to the Head of CX. This role requires a proactive leader capable of recruiting, training, and mentoring staff while implementing SOPs for continuous service improvements.

Qualifications

• Experience leading a customer support team in a technical environment.
• Strong ability to drive performance with KPIs and CSAT/NPS.
• Proven leadership, coaching and mentoring skills.
• Excellent communication across levels and teams.
• Familiarity with Freshdesk/Freshchat and reporting dashboards.

Responsibilities

• Lead and coach the daily operations of the support team.
• Monitor KPIs, response times, resolution rates and CSAT; drive improvements.
• Collaborate with Hosting, Billing, Product, Sales and Tech to resolve issues.
• Oversee recruitment, onboarding, training and career development.
• Ensure adherence to SOPs, SLAs and quality standards.

Skills

Leadership

Customer service

KPI tracking

Data interpretation

Communication

Team management

Proactive

Customer-centric

Cross-functional collaboration

Process improvement

Tools

Freshdesk

Freshchat

Reporting dashboards

Job description

1-grid is seeking an experienced Customer Service Manager to lead our Cape Town support team and optimise daily operations to deliver exceptional customer experiences.

You will drive performance, monitor KPIs, and collaborate with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues, reporting to the Head of CX. This role requires a proactive leader capable of recruiting, training, and mentoring staff while implementing SOPs for continuous service improvements.