Customer Service Support Manager

YesPlay; Wes-Kaap; On-site; ZAR 350 000 - 450 000; Full time

Job summary

A leading technology company in South Africa is seeking an experienced Customer Support Manager to oversee the support team's operations and drive performance improvements. The ideal candidate has at least 2 years of experience managing a team, demonstrates strong leadership and analytical skills, and is familiar with support tools like Zendesk. This role is crucial for enhancing customer satisfaction and optimizing support processes.

Qualifications

• Minimum 2 years experience as a Customer Support Manager.
• Strong leadership skills managing support KPIs.
• Critical and analytical thinker focused on operational excellence.

Responsibilities

• Ensure smooth day-to-day operations and task execution.
• Monitor and motivate team to meet KPI targets.
• Analyze gaps and identify improvements in support.

Skills

Leadership Skills

Analytical Skills

Stress Management

Performance Management

Customer Management

Education

National Diploma

Tools

Zendesk

Job description

Overview

Company Overview: YesPlay’s customer support team is currently undergoing a transformation process. As part of the department's growth, the team uses a well-known and industry-best support CRM solution to optimize the handling of customer support queries. The team requires a strong, determined, well-organised, experienced and energetic Customer Support Manager to elevate YesPlay’s support processes and the customer support team as a whole.

About the Role

Due to growth within the department, 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 guidance from the department head. We have a number of challenging tasks and resources to stimulate the Customer Support Manager to make things happen for them.

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 a seamless workflow.
• Monitor and motivate the team to ensure daily, weekly, and monthly KPI targets are met and observed.
• Monitor daily, weekly and monthly efficiency and activities of agents ensuring timely responses to incoming inquiries in terms of internal SOPs and SLAs.
• Analyse gaps and identify 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 strategy for the growing customer support team by defining key output metrics for support and the input metrics that drive them.
• Help the team make a lasting impact on the customer experience with YesPlay. Lead and grow the support team to reach their fullest potential as high-performing individuals.
• Work alongside the department head with cross-functional teams to provide an excellent and seamless customer experience. Collaborate with HR to address disciplinary issues and explore opportunities for growth and incentives within the team.
• Gather information to analyse problems and produce solutions, taking initiative to identify opportunities for improvement with a \can do\u00a0attitude.
• Onboarding 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 HR assistance.
• Understand the broader implications of team engagement and how they relate to reducing attrition and absenteeism.
• Organise monthly/weekly one-on-one sessions with the team to discuss performance and goals.
• Improve 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.
• Stay current with industry trends and advancements.
• Monitor random customer engagements to enhance quality, reduce errors, and track operational performance.
• Evaluate team performance, identify training needs, and schedule training sessions with relevant teams.
• Lead and prepare the customer support department administratively (including but not limited to preparing agents' rosters and shift schedules, overseeing transportation roster, ensuring internal SOPs are up to date, and preparing performance reports using the internal CRM tool).
• Monitor operations across multiple channels, including live chat, email, telephone and social networks.
• Collaborate with the Head of the Department and Operations, Product and Technology teams to enhance the product from a customer-focused perspective.
• Generate and present customer support ideas and solutions to address frequent complaints and unexpected use-cases.

Essential Requirements

• Tertiary Qualification: A completed National Diploma (minimum).
• +2 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 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

Submit updated CV and cover letter to [e-mail]