(fluent English) Service Delivery Manager (South Africa)

SupportYourApp; Durban; Remote; USD 30 000 - 50 000; Full time

Job summary

A leading company in Support-as-a-Service seeks a Service Delivery Manager to ensure high-quality service for global clients. This role involves managing client relationships, maintaining communication with support teams, and ensuring compliance with KPIs and SLAs. Join us for a fully remote opportunity in a supportive and inclusive environment, with benefits including paid training and growth opportunities.

Benefits

Fully remote work opportunity

Paid training and probation period

Work-life balance

Supportive management committed to your growth

Opportunities for self-development

Qualifications

• Fluent in English (C1-C2).
• At least 1 year of experience in a similar role.
• Proven team management experience.

Responsibilities

• Participate in onboarding new clients.
• Manage clients from diverse industries.
• Ensure support processes meet company and client standards.

Skills

Critical thinking

Problem-solving

Interpersonal skills

Time management

Team player

Tools

Keynote

PowerPoint

Excel

Intercom

Zendesk

Freshdesk

Hubspot

Aircall

Wrike

Monday

Asana

Jira

Google Suite

Zoom

Job description

Passionate about the latest trends in Tech?

What if you had a chance to be part of the world's leading Hardware, Software, or SaaS solutions? Take your chance to become a mediator between our company, our clients, and support teams.

Join our team as a Service Delivery Manager to provide high-quality service for renowned global companies. Benefit from agile digital training and deepen your technical and business knowledge to ensure a seamless user experience worldwide.

Let's see what it takes: What you will do:

1. Participate in onboarding new clients;
2. Manage clients from diverse industries;
3. Maintain constant communication with support teams and clients;
4. Ensure support processes meet company and client standards (KPIs/SLAs/QA);
5. Help clients improve their support experience through strategic planning and product analysis;
6. Maintain security standards within teams and on the client's side;
7. Proactively resolve concerns from clients and consultants;
8. Monitor service quality via Quality Assurance platforms;
9. Ensure team discipline and uphold corporate culture;
10. Generate and maintain internal documentation and ensure compliance with legal and financial agreements;
11. Assist in hiring, train Team Leads, and develop training programs for consultants;
12. Support professional growth of team members;
13. Work across cultures and countries, meeting diverse people;
14. Find a stable environment for professional growth;
15. Lead, not just manage.

What you need to succeed in this role:

1. Fluent in English (C1-C2);
2. At least 1 year of experience in a similar role;
3. Proven team management experience;
4. Critical thinking and problem-solving skills, experience with business tools like Keynote, PowerPoint, Excel;
5. Experience with customer support platforms such as Intercom, Zendesk, Freshdesk, Hubspot, Aircall, including analytics;
6. Understanding of KPIs and SLAs, data analysis and statistics familiarity;
7. Team player with experience in cross-departmental projects;
8. Excellent time management skills, familiarity with platforms like Wrike, Monday, Asana, Jira;
9. Strong interpersonal and communication skills, proficient with Google Suite and Zoom;
10. Organized, multitask effectively with multiple clients;
11. Responsible and accountable;
12. Passionate about people and technology.

Benefits and Perks:

• Standard business hours;
• Fully remote work opportunity;
• International, inclusive environment;
• Salary paid in USD;
• Referral bonuses;
• Paid training and probation period;
• Work-life balance;
• Supportive management committed to your growth;
• Opportunities for self-development.

Who we are:

SupportYourApp is a Support-as-a-Service company providing secure technical, customer support, and CX services for tech firms globally. We operate in over 30 countries and speak more than 60 languages. Since 2010, we've established ourselves as industry leaders with 8 hubs worldwide, emphasizing care, individual approach, and positive experiences for our team. We welcome diverse backgrounds and invite you to join us by sending your CV in English highlighting your skills!

Visit our website: http://www.supportyourapp.com/

• We are committed to equal opportunity employment, free from discrimination based on race, sex, religion, or any other protected characteristic.