Fintech Customer Support Manager — On-Site (Sandton)

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

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.