Customer Service Manager

Pineapple; Johannesburg; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A dynamic insurance solutions provider based in Johannesburg is seeking a Customer Service Manager to lead the customer support team and optimize client satisfaction through innovative service strategies. The ideal candidate will have a degree in Business or related fields, along with substantial experience in customer service leadership. Responsibilities include developing support strategies, monitoring service metrics, and ensuring compliance with regulatory standards. This role is essential for fostering a customer-obsessed culture within the organization.

Qualifications

• 3-5 years of experience in customer service, including 2 years in a leadership role.
• Experience in insurance, fintech, or digital platforms preferred.
• Proven track record of driving customer satisfaction.

Responsibilities

• Develop and implement customer service strategies aligned with business goals.
• Oversee omnichannel support operations to ensure consistent service.
• Lead, coach, and inspire a team of customer service agents.

Skills

Proficiency in customer service platforms (e.g., Zendesk, Freshdesk, Salesforce)

Knowledge of regulatory compliance in financial services

Ability to manage teams and drive performance

Education

Bachelor’s degree in Business, Communications, or related field

Tools

CRM platforms

Job description

Pineapple Tech PTY LTD is a dynamic leader in the short-term insurance and InsurTech industry, renowned for its innovation and commitment to simplifying insurance solutions. We leverage cutting-edge technology to create transparent and accessible insurance products for our customers. As part of our continued growth, we are currently seeking a Customer Service Manager to join our team and play a pivotal role in optimizing client satisfaction, retention, and revenue generation.

Position Overview: The Customer Services Manager is responsible for leading and evolving the customer support function within a tech-enabled insurance environment. This role ensures that every customer interaction is efficient, empathetic, and aligned with the company’s digital-first service philosophy. The incumbent will manage a high-performing support team, optimise service delivery through automation and analytics, and drive continuous improvement in customer satisfaction, retention, and loyalty.

Key Responsibilities:

• Develop and implement customer service strategies that align with business goals and digital service models
• Oversee omnichannel support operations (e.g., chat, email, phone, app) to ensure consistent, high-quality service.
• Monitor service levels, response times, and resolution rates to meet or exceed SLAs
• Lead, coach, and inspire a team of customer service agents and team leads.
• Set performance targets and conduct regular reviews to drive accountability and growth.
• Foster a culture of empathy, agility, and customer obsession.

Technology & Process Optimisation:

• Leverage CRM platforms, chatbots, and AI tools to streamline workflows and reduce manual effort
• Collaborate with Product and Tech teams to enhance self-service capabilities and digital touchpoints.
• Identify and implement process improvements to boost efficiency and reduce friction

Customer Insights & Feedback:

• Analyse customer feedback, complaints, and support trends to identify pain points and opportunities
• Share actionable insights with cross-functional teams to inform product development and service enhancements.
• Champion the voice of the customer across the organisation.

Compliance and Quality Assurance:

• Ensure customer service practices comply with regulatory standards (e.g., FSCA, POPIA) and internal policies.
• Implement quality assurance frameworks and conduct regular audits.
• Manage escalations and sensitive cases with professionalism and discretion.

Qualifications & Experience:

• Bachelor’s degree in Business, Communications, or related field
• Minimum 3-5 years of experience in customer service, with at least 2 years in a leadership role.
• Experience in insurance, fintech, or digital platforms preferred
• Proven track record of driving customer satisfaction and operational excellence
• Fit & Proper Regulatory Compliance, e.g, FAIS and RE

Skills, Knowledge & Characteristics Required:

Skills:

• Proficiency in customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
• Familiarity with Insurtech tools, digital claims journeys, and policy management systems.
• Strong understanding of service metrics, reporting dashboards, and customer analytics.
• Knowledge of regulatory compliance in financial services and data protection.
• Ability to manage teams and drive performance.

Knowledge:

• Internal client relationship management
• Customer relationship management
• Insurance industry knowledge
• Operational excellence in customer service processes
• Compliance & regulatory standards

Characteristics:

Customer Obsession: Deep commitment to delivering exceptional customer experiences. Anticipates needs, resolves issues empathetically, and champions the voice of the customer across the business.

Digital Fluency: Comfortable navigating CRM platforms, chatbots, AI tools, and omnichannel support systems. Understands how technology enhances service delivery and customer engagement.

Leadership & Team Empowerment: Inspires and develops high-performing support teams. Leads with empathy, clarity, and accountability, fostering a culture of continuous improvement and ownership.

Strategic Thinking: Aligns customer service operations with broader business goals. Uses insights to influence product development, retention strategies, and service innovation.

Analytical Mindset: Uses data to monitor performance, identify trends, and drive decisions. Comfortable interpreting service metrics, customer feedback, and operational KPIs.

Problem-Solving Ability: Handles escalations and complex service challenges with composure and creativity. Finds solutions that balance customer satisfaction with business efficiency.

Communication Excellence: Articulates ideas clearly across teams and channels. Skilled in managing sensitive conversations, coaching staff, and presenting insights to leadership.

Adaptability & Resilience: Thrives in a fast-paced, evolving environment. Responds positively to change, pressure, and emerging customer expectations.

Compliance Awareness: Understands and enforces regulatory standards (e.g., FSCA, POPIA) in all customer interactions. Maintains high ethical standards and data protection practices.

Collaboration & Influence: Works cross-functionally with Product, Tech, Finance, and Marketing teams. Builds strong relationships and advocates for customer-centric solutions.

How to Apply:

If you meet the above requirements and are eager to contribute to a growing and dynamic company, please email your updated resume (CV) to [e-mail].

(SUBJECT: Customer Service Manager Application) by Thursday, 22nd January 2026.

Pineapple Tech PTY LTD is an equal opportunity employer. We welcome and encourage applications from individuals of all backgrounds and experiences.