Customer Support Lead — End-to-End CX & Compliance

The Core Group; Sandton; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

iStore, part of The Core Group, seeks an experienced Customer Support Manager to own and scale the end-to-end support function from Sandton. You will lead a team of agents, drive performance against targets and ensure accurate, timely resolutions across channels.

Collaborating with Risk Operations, Collections, IT and Finance, you will analyse MI to identify trends, improve processes and deliver exceptional customer experiences while upholding NCA and POPIA compliance.

Qualifications

• 5–8 years' experience in customer support or related operational environment.
• 2–3 years' experience managing a team of customer support agents.
• Proven experience managing customer complaints and dispute resolution processes.
• Strong MI and reporting capability, with advanced Excel skills.
• Good understanding of SA consumer protection and credit regulatory environment (NCA/POPIA).
• Bachelor’s degree is advantageous but not essential.

Responsibilities

• Own the end-to-end customer support journey, including inbound queries, onboarding support and general customer assistance.
• Lead, coach and performance-manage the Customer Support team; set and monitor service, productivity and quality targets.
• Monitor team performance and take corrective action where SLAs or quality fall short.
• Ensure accurate recording of interactions across systems and maintain MI dashboards.
• Collaborate with Risk Operations, Collections, IT and Finance to resolve cross-functional issues.
• Oversee complaints and disputes with timelines, root-cause analysis and reporting.
• Maintain compliance with NCA/POPIA and internal policies; drive continuous improvement.

Skills

Team leadership

MI & reporting

Advanced Excel

CRM systems

Stakeholder management

Regulatory awareness (NCA/POPIA)

Communication

Education

Bachelor’s degree in Business or related field

Tools

CRM systems

Case management systems

Telephony platforms

Job description

iStore, part of The Core Group, seeks an experienced Customer Support Manager to own and scale the end-to-end support function from Sandton. You will lead a team of agents, drive performance against targets and ensure accurate, timely resolutions across channels.

Collaborating with Risk Operations, Collections, IT and Finance, you will analyse MI to identify trends, improve processes and deliver exceptional customer experiences while upholding NCA and POPIA compliance.