Customer Support Manager: Scale Operations & Experience

Progressive Edge; Cape Town; On-site; ZAR 300,000 - 600,000; Full time

Job summary

A fast-growing technology company is seeking a proactive Customer Support Manager to enhance their support function. The role focuses on leading a high-performing team, refining support processes, and ensuring unmatched customer service. Responsibilities include mentoring team members, managing daily operations, and collaborating across departments. Candidates should possess strong leadership skills, experience in customer support, and a passion for customer satisfaction. Familiarity with CRM tools like HubSpot is advantageous.

Qualifications

• 3-5+ years in a customer support leadership role, ideally in SaaS or tech.
• Strong understanding of customer support metrics and tools.
• Calm and focused under pressure in a fast-paced environment.

Responsibilities

• Recruit, train, and mentor a high-performing customer support team.
• Oversee day-to-day customer support operations and SLA compliance.
• Drive initiatives to improve customer satisfaction and first-contact resolution.

Skills

People management skills

Communication

Problem-solving

Conflict resolution

Customer-centric approach

Tools

CRM/helpdesk software

HubSpot

Job description

A fast-growing technology company is seeking a proactive Customer Support Manager to enhance their support function. The role focuses on leading a high-performing team, refining support processes, and ensuring unmatched customer service. Responsibilities include mentoring team members, managing daily operations, and collaborating across departments. Candidates should possess strong leadership skills, experience in customer support, and a passion for customer satisfaction. Familiarity with CRM tools like HubSpot is advantageous.