Customer Service Manager

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

About Us

1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance. We are looking for an experienced Customer Service Manager to join our 1-grid Team!

This role will be based in our Cape Town office and will report to the Head of Customer Experience.

Role Purpose

You will be responsible for leading and optimising the support team’s daily operations to deliver exceptional customer service, drive performance, and support 1-grid\'s broader customer experience strategy.

Key Responsibilities

• Team Leadership & Performance Management


• Lead, coach and support the day-to-day activities of the support team.


• Be a model of the culture. Drive accountability, productivity and morale.


• Monitor individual and team KPIs (e.g., response times, resolution rates, CSAT), and hold the team accountable.


• Conduct regular performance reviews, calibration sessions, and performance improvement planning.


• Operational Oversight


• Manage team scheduling, shifts, and availability to ensure optimal coverage.


• Monitor real-time queues and adjust resources proactively to meet service level targets.


• Escalate systemic issues that impact productivity or customer experience.


• Customer Experience & Quality Assurance


• Be a visible escalation point for urgent or sensitive customer issues.


• Ensure consistent delivery of a high-quality support experience across all channels.


• Monitor customer interactions and deliver feedback and coaching.


• Support the Head of CX with customer journey pain point tracking and resolution.


• Champion initiatives set out by the HoD that improve customer effort, satisfaction, and resolution quality.


• Recruitment, Training & Development


• Support hiring of consultants in collaboration with HR and HoD.


• Foster a mentorship culture to build internal capability and career paths.


• Onboard new hires effectively with structured training and mentorship.


• Identify skill gaps and arrange for continuous development opportunities.


• Cross-Operational Collaboration


• Work closely with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues.


• Surface customer pain points and friction areas that require systemic fixes to the HoD and teams.


• Ensure support team feedback is fed into product and operational decisions through collaboration with the HoD.


• Support cross-functional improvement projects driven by the Head of CX.


• Support initiatives from marketing, compliance and systems.


• Reporting & Insights


• Monitor and report on daily, weekly, and monthly metrics. Deliver regular, effective, reports on performance, metrics, trends and insights to the Head of CX.


• Identify trends, blockers, and customer themes through tickets, conversations, and analytics.


• Present insights to leadership to inform strategic decisions.


• Act on NPS, CSAT and other VoC feedback relevant to support.


• Process & Policy Management


• Ensure team adherence to SOPs, escalation processes, and SLAs.


• Maintain and improve support SOPs, workflows and processes.


• Continuously improve support processes to drive efficiency and reduce errors. Recommend and support the implementation of automation or tooling improvements.

Skills & Competencies

• Experience in web hosting or a technical support environment


• Proactive, self-starter


• Strong work-ethic with a can-do attitude


• Exceptional multi-tasking skills


• Strong leadership and people management skills


• Deep understanding of support operations and KPIs


• Analytical mindset with comfort in data interpretation


• Customer-centric mindset with a passion for service excellence


• Effective communicator across levels and teams


• Familiarity with customer support tools (e.g., Freshdesk/Freshchat, reporting dashboards)

Protection of Personal Information (POPIA)

By submitting your application, you consent to 1-grid (Pty) Ltd collecting, processing, storing, and using your personal information for recruitment and selection purposes in accordance with the Protection of Personal Information Act, 4 of 2013 (POPIA).

Your personal information will be used solely to assess your suitability for employment, communicate with you regarding your application, conduct pre-employment screening (where applicable), and comply with legal and regulatory requirements. Access to your information will be restricted to authorised personnel and trusted service providers involved in the recruitment process.

Should your application be unsuccessful, your personal information may be retained for future employment opportunities for a reasonable period unless you request its deletion or withdraw your consent, subject to any legal or regulatory retention requirements.

By applying for this position, you acknowledge that you have read and understood this notice and consent to the processing of your personal information as described above.