Customer Support Operations Leader — Hybrid & Growth

Career27; South Africa; Hybrid; ZAR 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Life Insurance

Income Protection

Critical Illness cover

Funeral Assistance

Provident fund

Medical aid subsidy

Sage Academy leave

15 days annual leave

Volunteer days

Employee Assistance Program

Flexible work patterns

Hybrid working

Job summary

The Sage South Africa Customer Operations team in Johannesburg seeks an experienced Operations Manager to lead Customer Support across channels and ensure delivery of outcomes for customers and colleagues. You translate strategy into actionable plans, coach leaders, and drive continuous improvement within a hybrid work model.

You will partner with Product, Digital, Finance, People and Quality to optimise performance, cost-to-serve and service delivery while maintaining a strong customer focus

Qualifications

• Proven leadership experience within Customer Support or similar service environment.
• Experience leading through Team Managers or other people leaders.
• Strong understanding of customer experience and service delivery measures.
• Experience in workforce planning, forecasting or capacity management.
• Ability to translate insights into measurable action.

Responsibilities

• Lead Customer Support Team Managers and teams to meet customer and operational outcomes.
• Translate strategy into clear operational plans with measures and accountability.
• Drive performance on TNPS, CSAT, FCR, service levels and backlog management.
• Use data and feedback to identify risks and improvement opportunities.
• Oversee workforce planning and resource deployment with stakeholders.
• Coach and develop Team Managers to build leadership capability.
• Promote a high‑performance, inclusive culture and customer focus.

Skills

Leadership experience

Customer service

Stakeholder management

People leadership

Education

Relevant degree or equivalent NQF6 qualification

Tools

CRM systems

Multichannel software

Forecasting tools

Job description

The Sage South Africa Customer Operations team in Johannesburg seeks an experienced Operations Manager to lead Customer Support across channels and ensure delivery of outcomes for customers and colleagues. You translate strategy into actionable plans, coach leaders, and drive continuous improvement within a hybrid work model.

You will partner with Product, Digital, Finance, People and Quality to optimise performance, cost-to-serve and service delivery while maintaining a strong customer focus