Customer Experience Manager

Fibertime; Stellenbosch; On-site; ZAR 400,000 - 700,000; Full time

Job summary

fibertime™ is looking for a Customer Experience Manager to lead their customer support function. This role focuses on enhancing the customer journey from onboarding to query resolution in an impactful way, ensuring excellent service delivery to underserved communities in South Africa. Join a mission-driven team to help bridge the digital divide.

Benefits

Ownership & Autonomy

Career-Defining Opportunity

High-Performing Team

Qualifications

• 4–7 years of experience in customer service, customer experience, or contact centre leadership.
• Proven experience scaling customer support operations.
• Fluent in English and at least one major South African language.

Responsibilities

• Design and manage the full end-to-end customer journey.
• Build and scale a multi-channel customer support system.
• Manage day-to-day operations of insourced and outsourced call centres.

Skills

Customer Service

Project Management

Communication

Empathy

Data Literacy

Job description

fibertime is revolutionising internet access by providing unlimited, pay-as-you-go fiber connectivity to underserved communities in South Africa. Our mission is to bridge the digital divide by offering affordable, high-speed internet, enabling opportunities for education, employment, and personal growth. We are rapidly expanding our network across multiple cities and townships, aiming to make reliable internet accessible to all.

WHAT WE ARE LOOKING FOR:

fibertime is on a mission to connect every household in South Africa to fast, affordable internet. To achieve this, we are building a customer experience function that is not only best-in-class, but township-relevant, digitally-enabled, and deeply personal.

As theCustomer Experience Manager, you will be responsible for designing and managing the full end-to-end customer journey - from onboarding, query resolution, service reliability, retention, and beyond. This role will own and operate our multi-channel support infrastructure (voice, WhatsApp, ticketing, in-person hubs and other social channels), manage outsourced and insourced call centre partners, and ensure that every touchpoint reflects the simplicity, dignity, and speed that fibertime customers deserve.

You will combine operational rigour with empathy, tech fluency with people leadership, and data-driven decision-making with a relentless focus on execution.

WHAT YOU’LL DO (AND LOVE DOING):

1. End-to-End Customer Journey Ownership

• Design, map and continuously improve the full customer experience lifecycle - onboarding, usage, troubleshooting, retention, churn.
• Define CX KPIs and drive measurable improvements in NPS, resolution time, service ratings, and retention metrics.

2. Multi-Channel Support Operations

• Build and scale a multi-channel customer support system, including:

oVoice call centre (internal and external providers)

oWhatsApp support flows

oTicketing and CRM systems

oIn-field escalation and resolution teams

oPhysical walk-in customer support hubs

• Develop and implement standard operating procedures, scripts, SLAs, escalation frameworks, and knowledge bases.

3. Contact Centre Leadership

• Manage day-to-day operations of both insourced and outsourced call centres.
• Oversee workforce planning, queue management, performance tracking, and quality assurance.
• Train, mentor, and manage CX agents, team leaders, and third-party vendor staff to ensure alignment with fibertime’s values and service standards.

4. Systems & Tools

• Own the selection, configuration, and optimisation of CX platforms (e.g. Freshdesk, Zendesk, Intercom, 360dialog, QContact or custom-built tools).
• Champion automation and self-service models where appropriate (chatbots, ticket routing, status updates, etc.).

5. Cross-Functional Integration

• Act as the voice of the customer in business decisions - feeding insights back to Product, Tech, Network Operations, and Growth teams.
• Collaborate with Brand and Marketing on educational and engagement campaigns to reduce support burden.

6. Community Embeddedness

• Oversee the rollout and management of township-based customer hubs and kiosks.
• Design “hyper-local” service models that blend digital and face-to-face support in underserved areas.

7. Performance & Insight

• Regularly analyse support data and customer feedback to identify trends, pain points, and areas for improvement.
• Benchmark performance against leading township-focused platforms such as Capitec, Flash, Kazang, Checkers Sixty60, and Yoco.

WHAT YOU BRING TO THE TABLE:

• 4–7 years of experience in customer service, customer experience, or contact centre leadership - preferably in telco, tech, or fintech.
• Proven experience scaling customer support operations in informal or high-growth environments.
• Hands-on experience managing outsourced vendors, internal teams, and customer service tools/CRMs.
• Demonstrated ability to build process, structure, and reporting in fast-paced environments.
• Fluent in English and at least one major South African language (Xhosa, Zulu, Sotho, etc.).
• Strong project management and communication skills.
• Ability to travel occasionally to customer hubs and township activation points.

Desirable Attributes

• Experience working in township-focused or mobile-first businesses (e.g. Capitec, Yoco, MoyaApp, Flash, Sixty60).
• Deep empathy for underserved customers and a belief in the power of technology to improve lives.
• Strong operational mindset - able to move between detail and strategy fluidly.
• Data literate - comfortable pulling and interpreting metrics to inform decisions.4–7 years of experience in customer service, customer experience, or contact centre leadership - preferably in telco, tech, or fintech.

WHY JOIN US:

Atfibertime, you won’t just manage support—you’llbuild it, shape it, and lead itinto the future. We’re redefining connectivity in South Africa, one household at a time, and this is your chance to create a customer experience thatreflects dignity, simplicity, and access for all.

• Purpose with Impact: Help bridge the digital divide in township communities by delivering tech that transforms lives.
• Ownership & Autonomy: Be entrusted with building and scaling a CX function from the ground up.
• High-Performing Team: Collaborate with some of the best minds in telco, tech, and township innovation.
• Mission-Driven Culture: We move fast, stay real, and are obsessed with doing right by our customers.
• Career-Defining Opportunity: Build a brand and experience customers truly love—on a national scale.