(fluent English) Service Delivery Manager (South Africa)

Supportyourapp; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A global support services leader in South Africa seeks a Service Delivery Manager to oversee client integrations and enhance service delivery. The ideal candidate will have fluency in English and over 1 year of relevant management experience. Responsibilities include ensuring quality service standards and supporting client relationships. The position offers the chance for remote work, a collaborative international environment, and growth opportunities aligned with company values.

Benefits

Opportunity to cooperate fully remotely

Work-life balance

Responsive leadership interested in your growth

Inclusive international environment

Compensation in USD

Qualifications

• 1+ years in a similar role with proven team management experience.
• Experience working with time management platforms.
• Track record of taking responsibility.

Responsibilities

• Manage new client integrations and maintain communication with clients.
• Monitor service quality and maintain product documentation.
• Assist clients with improving their support experience.

Skills

Fluency in English (C1-C2 levels)

Team management experience

Familiarity with customer support platforms

Understanding of KPIs and SLAs

Excellent interpersonal and communication skills

Multitasking ability

Time management skills

Tools

Intercom

Zendesk

Freshdesk

Hubspot

Aircall

Wrike

Monday

Asana

Jira

Job description

Service Delivery Manager (South Africa)

5 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features.

Who are we?

SupportYourApp is a global Support-as-a-Service leader, partnering with tech companies in 30+ countries since

• to deliver secure customer and technical support.

What if you had a chance to be a part of the world's leading hardware, software, or SaaS solutions?

Join our community as a Service Delivery Manager liaising with our experienced Chief Customer Officer and provide high-level quality service for famous worldwide well-known companies such as Mastercard, Calm and MacPaw.

Get access to the most agile digitalized training and emerge into technical, and business knowledge of a product to provide a seamless experience for users all over the globe.

Responsibilities

• Take part in the new clients' integrations and simultaneously manage them; Maintain constant communication with support specialists and clients; Make sure that support processes are built according to all the standards (KPIs / SLAs / QA); Assist clients with improving their customers' support experience, incl. strategic planning and product development analysis; Proactively mediate and resolve any clients' and consultants' concerns.
• Monitor service quality via internal or external QA platforms; Generate and maintain internal product documentation, ensure that legal and financial agreements are upheld; Assist with engaging ideal candidates and their onboarding; Help talented people from your project grow and develop professionally; Find a place to grow professionally and take a leadership role in the projects.

Qualifications

Fluency in English (C1-C2 levels); 1+ years in a similar role with proven team management experience; Familiarity with Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards; Solid understanding of Key Performance Indicators and SLAs in customer support; Collaborative spirit and working on cross-functional projects for further service delivery enhancements; Skills in time management and experience working with time management platforms (Wrike, Monday, Asana, Jira etc.); Excellent interpersonal and communication skills; Ability to multitask and manage multiple clients simultaneously; Track record of taking responsibility; Passion for people and technology.

Benefits

• Provide services during business hours
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD
• Great rewards for referring friends
• Work-life balance
• Responsive leadership interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development
• A culture built on trust, with no time-tracking requirements

The items listed in this section may vary depending on the terms of your engagement.

Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these.

The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting the official website and social pages on Facebook, Instagram, and LinkedIn.

So if you are a proactive