Customer Support Manager - WhatJobs Direct

Placements24; Sandton; On-site; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund contributions

Job summary

Placements24 in Sandton, Gauteng, SA, seeks a strategic Customer Support Manager to lead our fintech startup's on-site operations. You will design and drive support strategy, manage a high-performing team, and ensure exceptional service across channels.

The role requires 5+ years in customer support leadership, strong metrics discipline, CRM experience (Salesforce, Zendesk), and the ability to scale a world-class support function while collaborating with product, sales, and marketing.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field.
• Master's degree is a plus.
• Minimum 5 years in customer support management in fintech/tech.

Responsibilities

• Develop and implement customer support strategies and policies.
• Train and mentor the support team for high performance.
• Oversee daily operations and timely resolution of inquiries.
• Analyze KPIs to identify trends and improvements.
• Manage CRM and ticketing tools and processes.
• Collaborate with product, sales and marketing teams.
• Maintain knowledge base articles and documentation.
• Handle escalated issues with prompt resolution.
• Drive retention and loyalty initiatives.
• Report performance to senior management.

Skills

Leadership

Strategy development

Customer experience

Data-driven

People management

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

Master's degree (advantage)

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a fast-growing fintech startup, is seeking a strategic and experienced Customer Support Manager to lead their operations in Sandton, Gauteng, ZA . This is an on-site role, requiring your dedicated presence in our state-of-the-art facility. You will be responsible for developing and executing comprehensive customer support strategies, managing a high-performing support team, and ensuring exceptional service delivery across all channels. This leadership role demands a deep understanding of customer service operations, a passion for operational excellence, and the ability to drive continuous improvement. You will play a crucial part in shaping the customer experience and fostering client loyalty in a competitive market. We are looking for a results-oriented leader who can build and scale a world-class support function. Join a dynamic company at the forefront of financial innovation in Sandton.

Key Responsibilities

Develop and implement customer support strategies and policies to enhance customer satisfaction.

Manage, train, and mentor the customer support team, fostering a high-performance culture.

Oversee daily support operations, ensuring efficient and timely resolution of customer inquiries.

Analyze support metrics and key performance indicators (KPIs) to identify trends and areas for improvement.

Implement and manage customer support tools and technologies, including CRM and ticketing systems.

Collaborate with product, sales, and marketing teams to ensure alignment on customer needs.

Develop and maintain comprehensive knowledge base articles and support documentation.

Handle escalated customer issues and ensure prompt and satisfactory resolution.

Drive initiatives to improve customer retention and loyalty.

Report on customer support performance to senior management.

Requirements

Bachelor's degree in Business Administration, Management, or a related field.

Master's degree is a plus.

Minimum of 5 years of experience in customer support management, preferably in the fintech or tech industry.

Proven track record of building and leading successful customer support teams.

Strong understanding of customer service principles, metrics, and best practices.

Experience with CRM software (e.g., Salesforce, Zendesk) and support ticketing systems.

Excellent leadership, communication, and problem-solving skills.

Ability to develop and execute strategic plans.

Must be willing to work on-site in Sandton, Gauteng, ZA .

Experience in managing remote support teams is an advantage.

Strong analytical skills and data-driven decision-making abilities.

Benefits

Our client offers a highly competitive salary and a comprehensive benefits package, including medical aid and retirement fund contributions.

Employees benefit from a stimulating work environment and opportunities for significant career advancement within a rapidly growing company.

Join a professional team in Sandton, Gauteng, ZA , and play a key role in shaping our customer experience.

We offer a challenging yet rewarding career path in the vibrant fintech sector.