Customer Support Manager - End-to-End Ops Leader

CORE; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Job summary

iStore is seeking an experienced Customer Support Manager to lead and grow our customer support operation. You will own the end-to-end support journey, managing a team of agents across channels to deliver accurate, timely resolutions.

You will collaborate with Risk Operations, IT and Finance to identify trends, drive service excellence and improve customer experience while ensuring compliance with NCA and POPIA.

Qualifications

• 5–8 years' experience in customer support or related operations.
• 2–3 years' experience managing a team of customer support agents.
• Proven experience managing customer complaints and dispute resolution processes.
• Strong knowledge of customer support, CRM and case management systems.
• Advanced Excel skills and MI/reporting capability.
• Good understanding of SA consumer protection and credit regulations (NCA and POPIA).

Responsibilities

• Lead, coach and performance-manage the Customer Support team.
• Set and monitor daily, weekly and monthly service, productivity and quality targets.
• Own end-to-end customer support journey across channels.
• Monitor performance and take corrective action to meet SLAs and quality standards.
• Oversee complaint and dispute resolution processes and root-cause analysis.
• Collaborate with Risk Operations, Collections, IT and Finance on customer matters.
• Produce accurate MI reporting on service levels, volumes and trends.
• Ensure compliance with NCA, POPIA and internal policies.

Skills

Team leadership

Performance coaching

Stakeholder management

Advanced Excel

Customer support

Education

Bachelor's degree (advantageous)

Tools

CRM systems

Case management systems

Job description

iStore is seeking an experienced Customer Support Manager to lead and grow our customer support operation. You will own the end-to-end support journey, managing a team of agents across channels to deliver accurate, timely resolutions.

You will collaborate with Risk Operations, IT and Finance to identify trends, drive service excellence and improve customer experience while ensuring compliance with NCA and POPIA.