Customer Experience Lead - Support Operations

1-grid; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

1-grid in Cape Town is seeking an experienced Customer Service Manager to lead the support team and optimize daily operations. You will drive performance, monitor KPIs, and partner with Hosting, Billing, Product, Sales and Tech to elevate the customer experience.

The role reports to the Head of Customer Experience and is based in our Cape Town office. You will recruit, train, and mentor staff, ensuring high-quality support across channels and continuous service improvements.

Qualifications

• Experience leading support teams in a technical hosting environment.
• Strong data-driven approach with KPI tracking.
• Excellent communication and leadership skills.
• Ability to work cross-functionally with product, engineering and sales.

Responsibilities

• Lead, coach and support the day-to-day activities of the support team.
• Monitor KPIs, response times, resolution rates and CSAT; drive performance.
• Manage team scheduling, shifts and coverage to meet SLAs.
• Be the escalation point for urgent or sensitive customer issues.
• Collaborate with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues.
• Support continuous improvement of processes and tooling to enhance support quality.

Skills

Team Leadership

KPIs monitoring

Customer service (tech)

Communication

Problem solving

Cross-functional collaboration

Self-starter

Proactive

Tools

Freshdesk

Freshchat

Reporting dashboards

Job description

1-grid in Cape Town is seeking an experienced Customer Service Manager to lead the support team and optimize daily operations. You will drive performance, monitor KPIs, and partner with Hosting, Billing, Product, Sales and Tech to elevate the customer experience.

The role reports to the Head of Customer Experience and is based in our Cape Town office. You will recruit, train, and mentor staff, ensuring high-quality support across channels and continuous service improvements.