Customer Services Manager

Kinesis Holdings; Cape Town; Remote; ZAR 400,000 - 600,000; Full time

Job summary

A leading UK-based eCommerce company is looking for a Customer Services Manager to manage a remote support team. This role involves overseeing operations, driving customer satisfaction, and reporting to the Board. Candidates should possess a strong background in online retail and team leadership, with proficiency in Zendesk.

Benefits

Opportunity to influence a key area of the business

Work with a growing online retail brand

Qualifications

• Minimum 4 years experience in a Customer Services Manager role.
• Strong background in remote team management.
• Proficient in Zendesk or similar platforms.

Responsibilities

• Lead a remote team of 20+ agents through 2 Team Leaders.
• Ensure KPI and SLA metrics are met.
• Provide performance reports to the Board.

Skills

Leadership

Analytical thinking

Communication

Tools

Zendesk

Job description

Our client, a leading UK-based online retail eCommerce business specialising in soft furnishings, is seeking an experienced Customer Services Manager to join their growing team. This is a fantastic work-from-home opportunity for a results-driven leader with a strong eCommerce customer service and remote team management background.

The Role :

The Customer Services Manager, will be responsible for managing a remote support team of 20+ agents through 2 Team Leaders. The successful candidate will have demonstrable experience in online retail, with deep knowledge of tools like Zendesk, and a proven ability to report at Board level. They will lead the function, drive customer satisfaction, and foster high performance across the team.

Key Responsibilities :

• Lead and manage a remote team including 2 Team Leaders and over 20 customer service agents.
• Oversee daily operations, ensuring KPIs, SLAs, and customer satisfaction metrics are met.
• Provide detailed performance reports and insights to the Board of Directors.
• Maintain and optimise Zendesk workflows and ensure effective ticket handling.
• Coach, motivate, and develop remote employees to achieve their full potential.
• Drive initiatives that enhance customer experience and reduce response / resolution times.
• Handle high-level customer escalations with professionalism and speed.
• Collaborate with internal departments to align service delivery with wider business goals.

Requirements :

• Minimum of 4 years’ experience in a Customer Services Manager role within eCommerce / online retail.
• Strong background in managing remote support teams and leading through Team Leaders.
• Proficient in using Zendesk (or similar platforms) to manage customer interactions.
• Proven ability to communicate with and report to Board-level stakeholders.
• Motivational leadership style with a passion for developing people.
• Analytical mindset with a focus on continuous improvement.

What’s on Offer :

• Opportunity to work with a forward-thinking, growing online retail brand.
• A chance to lead and influence a key area of the business.

Create a job alert for this search

Customer Service Manager • CPT - CBD, Western Cape, ZA