Customer Support Manager — Lead CSAT & Service Ops (Hybrid)

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

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.