Customer Service Support Manager

Yesplay; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer support organization is seeking a motivated Customer Support Manager in Cape Town. This role involves overseeing daily operations, ensuring KPIs are met, and refining customer support strategies. The ideal candidate has a National Diploma and extensive experience in customer support management, showcasing strong leadership and analytical skills. You will lead a team to enhance customer satisfaction and drive operational excellence while collaborating with various departments. This is an opportunity to make a significant impact on customer experiences.

Qualifications

• Minimum years experience as a Customer Support Manager managing a support team of over 10 people.
• Strong leadership skills to manage customer support KPIs.
• Critical and analytical thinking focused on operational excellence.

Responsibilities

• Ensure team operations run smoothly and oversee task execution.
• Monitor KPI targets and motivate the team to achieve them.
• Assist in refining the customer support strategy.

Skills

Leadership skills

Analytical skills

Operational excellence

KPI management

Education

National Diploma

Tools

Zendesk

Job description

Company Overview

YesPlay's customer support team is currently undergoing a transformation process.

As part of the departments' growth, the YesPlay customer support team uses a well-known and industry‑best support CRM solution to optimize the way in which customer support queries are addressed.

The team requires a strong, determined, well‑organised, experienced and energetic team manager to elevate YesPlay's support processes and the customer support team as a whole.

About the Role

Due to the growth within the department, we expect that this candidate will assist the department head in building, implementing and monitoring adherence to new customer support processes. As a Customer Support Manager, you will support the department's results and ensure the smooth operation of the team with the guidance of the department head.

Duties & Responsibilities

• Be responsible for ensuring the team's day‑to‑day operations run smoothly and without interruptions. This includes overseeing task execution, addressing operational issues promptly, coordinating resources, monitoring performance, and ensuring adherence to processes and timelines to maintain seamless workflow.
• Monitoring and motivating the team to ensure that daily, weekly, and monthly KPI targets are met and observed. Monitoring daily, weekly and monthly efficiency and activities of agents ensuring timely responses to incoming inquiries in terms of internal SOPs and SLAs.
• Analyse any gaps and understand possible improvements in our support to customers.
• Assist in refining the strategy for support at YesPlay. Collaborate with the department head on the direction and a strategy for our growing customer support team by defining key output metrics for support as well as the input metrics that drive them.
• Help the team make a lasting impact on our customer's experience with YesPlay.
• Lead and grow the support team to reach their fullest potential of becoming driven and high performing individuals.
• Work alongside the department head with cross functional teams, all focused on a common mission to provide an excellent and seamless customer experience.
• Collaborating with HR to combat disciplinary issues within the team and explore opportunities of growth and incentives within the team.
• Gathering information to analyse problems and produce solutions in taking the initiative by going beyond job responsibilities and identifying opportunities for improvement with a "can do" attitude.
• On boarding of new agents joining the Customer Support team.
• Develop the growth of existing agents based on defined plans and promote continual agent and team growth with the assistance of HR.
• Understanding the broader implications of team engagement and how they relate to the goal of reducing attrition and absenteeism.
• Organising monthly / weekly one‑on‑one sessions with the team to discuss performance and goals.
• Improving customer satisfaction rate via reviews and increased growth of positive feedback from customers.
• Write, update and monitor scripts for agents' responses.
• Develop and implement internal SOPs for customer support agents and the department as a whole.
• Staying current with industry trends and advancements.
• Monitoring random customer engagements to enhance quality, reduce errors, and track operational performance.
• Evaluating team performance, identifying training needs, and scheduling training sessions with relevant teams.
• Leading and preparing the customer support department administratively (including but not limited to preparing agent's rosters and shift schedules, overseeing transportation roster and ensuring internal customer support SOPs are up to date, as well as preparation of performance reports using internal CRM tool etc.). Daily monitoring and overseeing of support operations across multiple channels, including live‑chat, email, telephone and social networks.
• Effectively collaborating with the Head of the Department and Operations, Product and Technology teams to enhance our product within a customer‑focused world.
• Generating and presenting customer support ideas and solutions which aim to combat frequent customer complaints and address unexpected use‑cases.

Essential Requirements

• Tertiary Qualification: As a minimum, a completed National Diploma, years experience as a Customer Support Manager and managing a support team of over 10 people.
• Strong and consistent leadership skills with the ability to manage customer support KPIs daily, weekly, monthly and yearly.
• Solid understanding of KPIs and how to implement, measure, adjust and achieve them.
• Ability to lead change and healthy customer support habits by setting direction with an employee‑centric vision.
• Critical and analytical thinker with a strong focus on operational excellence within the customer support team.

Desirable Criteria

• Experience within the i‑gaming industry.
• Familiar with Zendesk or similar customer support tool(s).

Key Competencies

Analytical Skills, Stress Management, Management & Leadership Skills, Planning and Organizing, Time Management, Performance Management, Customer Management.

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