Customer Success Manager - E-commerce Team Leader

Virtustant; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading e-commerce company in Cape Town seeks a Customer Service Manager to lead their team in delivering exceptional service. Responsibilities include managing performance metrics, handling escalations, and ensuring operational excellence during peak seasons. Candidates should have 3–5+ years of customer service management experience and excellent communication skills. Proficiency in customer service tools such as Zendesk is essential. The role offers flexible payment options in USD or local currency.

Qualifications

• 3–5+ years in customer service management, preferably in e-commerce.
• Experience leading a team of remote customer service reps.
• Proven track record of managing KPIs and customer satisfaction.

Responsibilities

• Lead and manage the customer service team to provide excellent service.
• Handle staffing, scheduling, and coaching to maintain high standards.
• Resolve customer escalations and communicate critical issues effectively.

Skills

Customer service management

Excellent English communication

Team management

Data-driven decision making

SOP creation

Proactive mindset

Tools

Zendesk

Gorgias

Freshdesk

Intercom

Job description

A leading e-commerce company in Cape Town seeks a Customer Service Manager to lead their team in delivering exceptional service. Responsibilities include managing performance metrics, handling escalations, and ensuring operational excellence during peak seasons. Candidates should have 3–5+ years of customer service management experience and excellent communication skills. Proficiency in customer service tools such as Zendesk is essential. The role offers flexible payment options in USD or local currency.