Client Support Manager

Placements24; Stellenbosch; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Retirement annuity

Performance-based incentives

Job summary

Placements24 in Stellenbosch is seeking a Client Support Manager to lead the customer support team, shaping service strategies and ensuring satisfaction and retention.

You will mentor staff, set metrics, manage resources and collaborate across departments to resolve complex issues, aiming to deliver outstanding customer experiences in a fast-growing SaaS environment.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer support, with at least 2 years in a management or supervisory role.
• Proven leadership abilities with experience managing and motivating a team.
• Excellent understanding of customer support best practices and tools (CRM, helpdesk software).
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to thrive in a fast-paced, evolving environment.
• Must be able to work full-time in our client's Stellenbosch, Western Cape, ZA office.

Responsibilities

• Lead, mentor, and manage the customer support team, fostering a high-performance culture.
• Develop and implement effective customer support strategies, policies, and procedures.
• Monitor and analyze key support metrics (e.g., response times, resolution rates, CSAT) and identify areas for improvement.
• Ensure timely and effective resolution of customer inquiries and complaints.
• Collaborate with other departments (Sales, Product, Engineering) to address customer needs and feedback.
• Manage support resources, including staffing, tools, and budget, to optimize efficiency.
• Develop training programs for support staff to enhance their skills and product knowledge.
• Act as an escalation point for complex customer issues.

Skills

Leadership

Customer service

Data analysis

Communication

Cross-team collaboration

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client, a rapidly growing SaaS company, is seeking an experienced and dynamic Client Support Manager to lead their customer support team in Stellenbosch, Western Cape, ZA . This leadership role is responsible for overseeing all aspects of customer support operations, ensuring the highest levels of customer satisfaction and retention. You will be instrumental in developing and implementing support strategies, managing a team of support professionals, and fostering a customer-centric culture. The ideal candidate has a proven track record in customer support management and possesses exceptional leadership, communication, and problem-solving skills. This is a key position within our client's operations in the vibrant academic and business hub of Stellenbosch .

Key Responsibilities

• Lead, mentor, and manage the customer support team, fostering a high-performance culture.
• Develop and implement effective customer support strategies, policies, and procedures.
• Monitor and analyze key support metrics (e.g., response times, resolution rates, CSAT) and identify areas for improvement.
• Ensure timely and effective resolution of customer inquiries and complaints.
• Collaborate with other departments (Sales, Product, Engineering) to address customer needs and feedback.
• Manage support resources, including staffing, tools, and budget, to optimize efficiency.
• Develop training programs for support staff to enhance their skills and product knowledge.
• Act as an escalation point for complex customer issues.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer support, with at least 2 years in a management or supervisory role.
• Proven leadership abilities with experience managing and motivating a team.
• Excellent understanding of customer support best practices and tools (CRM, helpdesk software).
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to thrive in a fast-paced, evolving environment.
• Must be able to work full-time in our client's Stellenbosch, Western Cape, ZA office.

Benefits

Our client offers an attractive salary package commensurate with experience and leadership capabilities, along with comprehensive health insurance, a retirement annuity, and performance-based incentives. You will have the opportunity to shape the future of customer support within a leading tech company located in the picturesque Stellenbosch . Professional development, including leadership training and conference attendance, is strongly encouraged. Join a company that values its employees, offering a dynamic work environment, regular team events, and a commitment to work-life balance in the beautiful Western Cape .