Client Support Manager

Placements24; Sandton; Hybrid; ZAR 700,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Life insurance

Retirement benefits

Performance-based bonuses

Office facilities in Sandton

Job summary

Placements24 is seeking a Client Support Manager in Sandton, Gauteng, ZA, to lead a dedicated client support team within a hybrid work model. You will supervise daily operations, drive customer satisfaction, and coach staff to deliver exceptional service in the financial services sector.

The ideal candidate has 5–7 years in customer support with 2–3 years in a supervisory role, strong leadership, and excellent communication.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven leadership and team management skills.
• Strong understanding of customer support principles in financial services.

Responsibilities

• Lead, manage, and mentor a team of client support professionals, fostering a positive and productive work environment.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Oversee daily support operations, ensuring adherence to SLAs and quality standards.
• Analyze support performance data and identify areas for improvement; implement necessary changes.
• Manage complex client escalations and ensure timely and effective resolution.
• Collaborate with other departments to align support strategies.
• Develop and deliver regular training programs for the support team to enhance skills.
• Manage the support budget and resources effectively.
• Stay abreast of industry best practices and emerging trends in client support management.
• Conduct performance reviews and provide regular feedback to team members.

Skills

Leadership

Team management

Customer support

CRM proficiency

Stakeholder communication

Analytical thinking

Education

Bachelor's degree in Business Administration, Management, or a related field

Tools

CRM systems

Job description

About the Role

Our client, a prominent financial services firm, is seeking an experienced and results-driven Client Support Manager to lead their dedicated support team in Sandton, Gauteng, ZA . This role operates under a hybrid model, allowing for strategic in-office leadership and the flexibility of remote work. You will be responsible for overseeing the daily operations of the client support department, ensuring the delivery of exceptional service standards, and fostering a high-performing team environment. The ideal candidate possesses strong leadership capabilities, a deep understanding of client support methodologies, and a proven track record in managing teams and improving service delivery. This position is critical for maintaining client satisfaction and loyalty within the competitive financial services sector of Sandton, Gauteng, ZA . We are looking for a strategic thinker who can analyze performance metrics, implement process improvements, and effectively coach and develop support staff. The hybrid structure enables you to build strong relationships with your team and stakeholders while also enjoying the benefits of remote work. This is a leadership opportunity to shape the future of client support at a respected organization.

Key Responsibilities

• Lead, manage, and mentor a team of client support professionals, fostering a positive and productive work environment.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Oversee daily support operations, ensuring adherence to service level agreements (SLAs) and quality standards.
• Analyze support performance data and identify areas for improvement; implement necessary changes.
• Manage complex client escalations and ensure timely and effective resolution.
• Collaborate with other departments, including sales, product development, and operations, to align support strategies.
• Develop and deliver regular training programs for the support team to enhance their skills and knowledge.
• Manage the support budget and resources effectively.
• Stay abreast of industry best practices and emerging trends in client support management.
• Conduct performance reviews and provide regular feedback to team members.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5-7 years of experience in customer support or client services, with at least 2-3 years in a supervisory or management role.
• Proven leadership and team management skills.
• Excellent understanding of customer support principles and best practices, particularly within the financial services industry.
• Strong analytical and problem-solving abilities.
• Exceptional communication, interpersonal, and presentation skills.
• Proficiency in CRM systems and support management software.
• Ability to work effectively in a hybrid environment, balancing office and remote responsibilities.
• Strategic thinking and a proactive approach to service improvement.
• Must be able to commute to the Sandton, Gauteng, ZA office as required.

Benefits

• Annual salary of ZAR .
• Hybrid work model offering flexibility and work-life balance.
• Comprehensive medical aid, life insurance, and retirement benefits.
• Significant opportunities for professional growth and leadership development.
• Performance-based bonuses.
• Access to state-of-the-art office facilities in Sandton .