Customer Support Manager

e-Rele; Sandton; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Learnership

Provider earnings

Huber program

Higher earnings

Job summary

e-Rele in Sandton, Johannesburg offers a hybrid, full-time role leading the customer support team. You will own service levels across phone, email and chat, coaching agents and driving CSAT improvements.

The position requires 3+ years in a leadership role, experience with ticketing systems, and strong communication and performance-metric skills. You’ll report to the Head of Operations and contribute to ongoing process improvements.

Qualifications

• 3+ years in a support leadership role.
• Experience with ticketing systems.
• Excellent written and verbal communication.
• Comfortable with performance metrics.
• Calm under pressure.

Responsibilities

• Manage and coach a team of support agents
• Own response and resolution targets
• Handle escalations and complex disputes
• Report on support trends and CSAT
• Improve support processes and the knowledge base

Skills

Team leadership

Customer support

Ticketing systems

Communication

Performance metrics

Calm under pressure

Job description

Sandton, Johannesburg (hybrid) full time Operations Reports to: Head of Operations

About the role

Lead the customer support team and own service levels across phone, email and chat.

Responsibilities

• Manage and coach a team of support agents


• Own response and resolution targets


• Handle escalations and complex disputes


• Report on support trends and CSAT


• Improve support processes and the knowledge base

Requirements

• 3+ years in a support leadership role


• Experience with ticketing systems


• Excellent written and verbal communication


• Comfortable with performance metrics


• Calm under pressure

Beyond the Learnership

The e-Rele Learnership is designed to give you practical skills and workplace experience. But it doesn't end there.

When you complete the programme, you'll have the skills and credentials to continue earning on the e-Rele platform in multiple ways:

1. Become a Service Provider

Register as a provider on e-Rele and earn 80% of every job. Cleaners, plumbers, electricians, handymen—if you have a skill, you can build a business.

2. Become a Huber (Venthub Listener)

Venthub is e-Rele's anonymous 24/7 venting service. As a trained Huber, you earn R0.60–R3.40 per minute just by listening. No experience needed—we train you.

3. Graduate with a Higher Earning Rate

Learnership graduates earn a higher rate than standard providers and Hubers. Your training sets you apart—and you're compensated for it.

4. Provider + Huber (Do Both)

Why choose one? Many of our providers also work as Hubers. You can offer services AND listen—doubling your earning potential.