Customer Support Manager

Red Ember Recruitment; Cape Town; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading recruitment agency in South Africa is seeking an experienced Customer Support Manager to oversee daily operations and lead a team of over 10 members. The role involves setting and achieving KPIs, refining strategies, and enhancing overall customer satisfaction through effective management and support processes. Candidates should possess a National Diploma and at least 2 years of management experience within a customer service environment. Proficiency in customer support platforms like Zendesk is essential.

Qualifications

• At least 2 years' experience as a Customer Support Manager, managing a team of 10 or more.
• Proven ability to provide strong, consistent leadership and manage customer support KPIs.
• Deep understanding of key performance indicators (KPIs) and their management.

Responsibilities

• Oversee the daily operations of the Customer Support team.
• Monitor team members to achieve daily, weekly, and monthly KPI targets.
• Contribute to refining the customer support strategy and direction.

Skills

Analytical and Problem-Solving Skills

Management & Leadership Abilities

Time Management

Performance Management

Customer Relationship Management

Education

National Diploma

Tools

Zendesk

Job description

Overview

At Red Ember Recruitment, we provide HR, Payroll, and Talent solutions that drive real business value.

Our experienced team helps businesses streamline processes, optimise workforce management, and achieve growth.

We handle recruitment from interns to executives, bulk hiring, response management, and specialised headhunting, alongside HR consulting, payroll support, and talent management.

Job Description

• Oversee the daily operations of the Customer Support team to ensure smooth workflow, timely execution of tasks, and adherence to established processes and timelines.
• Monitor and motivate team members to achieve daily, weekly, and monthly KPI targets.
• Track efficiency and activity levels of agents to ensure timely responses to inquiries in line with internal SOPs and SLAs.
• Analyse gaps in customer support processes and identify opportunities for improvement.
• Contribute to refining the overall support strategy and direction for the customer support department.
• Collaborate with the department head to define and monitor key output and input metrics that drive customer support success.
• Lead, coach, and develop team members to reach their full potential and maintain a high-performing, motivated team.
• Partner with cross-functional teams (Operations, Product, Technology, and HR) to ensure a seamless customer experience.
• Address disciplinary issues and promote growth and incentive initiatives in collaboration with HR.
• Proactive identify and implement process improvements, demonstrating initiative and a "can-do" attitude.
• Oversee onboarding and training of new agents to ensure smooth integration into the team.
• Create and execute development plans for existing team members to foster continuous growth.
• Conduct regular one-on-one sessions with agents to discuss performance, progress, and career goals.
• Work toward improving customer satisfaction through enhanced engagement, quality interactions, and positive feedback.
• Develop, update, and monitor communication scripts to ensure consistency and professionalism.
• Design, implement, and maintain internal SOPs for the customer support department.
• Stay current with industry trends, tools, and best practices to improve team performance continuously.
• Monitor random customer interactions to assess quality, reduce errors, and maintain operational standards.
• Evaluate team performance, identify training needs, and coordinate training sessions as required.
• Manage administrative aspects of the department, including agent rosters, shift schedules, transport coordination, and performance reporting through internal CRM tools.
• Oversee multi-channel customer support operations, including live chat, email, telephone, and social media.
• Generate and present innovative ideas to address recurring customer complaints and improve support processes.

Requirements

• Tertiary Qualification : National Diploma (minimum requirement).
• Experience : At least 2 years' experience as a Customer Support Manager, managing a team of 10 or more.
• Leadership : Proven ability to provide strong, consistent leadership and manage customer support KPIs across daily, weekly, monthly, and annual targets.
• KPI Management : Deep understanding of key performance indicators (KPIs) — including how to implement, measure, adjust, and achieve them.
• Change Leadership : Ability to drive change and promote healthy customer support habits through an employee-centric approach.
• Analytical Thinking : Strong critical thinking and operational excellence mindset within the support function.
• Desirable Criteria : Experience within the i-Gaming industry.
• Proficiency in Zendesk or similar customer support platforms.

Key Competencies

• Analytical and Problem-Solving Skills Stress Management.
• Management & Leadership Abilities.
• Planning and Organizing.
• Time Management.
• Performance Management.
• Customer Relationship Management.