(Fluent English) Service Delivery Manager (South Africa)

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

Job summary

A leading tech support firm in Johannesburg seeks a Service Delivery Manager to oversee client integrations and maintain communication with support teams. The role requires strong team management and problem-solving skills, along with experience in customer support platforms. This position offers remote work options and extensive training opportunities. Ideal candidates should be fluent in English and have a passion for technology and people.

Benefits

Opportunity to work fully remotely

Inclusive international environment

Compensation in USD

Good bonuses for referring friends

Paid intensive training

Work-life balance

Qualifications

• 1+ years of experience in a similar position.
• Excellent at organising and multitasking.
• Experience in cross-departmental projects for service-delivery enhancements.

Responsibilities

• Manage new clients' integrations.
• Maintain communication with support teams and clients.
• Monitor service quality and internal documentations.
• Assist clients with improving support experience.

Skills

Fluent in English (C1-C2 levels)

Team management

Critical thinking

Problem-solving

Experience with customer support platforms

Knowledge in KPIs and SLAs

Time management skills

Excellent communication skills

Organizational skills

Responsibility

Tools

Google Suite

Intercom

Zendesk

Freshdesk

HubSpot

Aircall

Wrike

Monday

Asana

Jira

Job description

Passionate about the latest trends in Tech?

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

Take your chance to become a mediator between our company, a group of our clients, and support teams.

Join our team as a Service Delivery Manager to provide high‑level quality service for famous worldwide well‑known companies.

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

Excited?

Responsibilities

• Take part in the new clients' integrations.
• Simultaneously manage clients from a diverse list of industries.
• Maintain constant communication with support teams and clients.
• Ensure that support processes in teams are built according to the company's and clients' standards (KPIs / SLAs / QA).
• Assist clients with improving their customers' support experience, including strategic planning and product development analysis.
• Maintain security standards within teams and also on the client's side.
• Proactively mediate and resolve any clients' and consultants' concerns.
• Monitor service quality via internal or external Quality Assurance platforms.
• Monitor team discipline and ensure corporate culture within the team.
• Generate and maintain internal product documentation, ensuring that legal and financial agreements are upheld by clients.
• Assist with hiring ideal candidates for your clients, train team leads, and set training for consultants.
• Help talented people from your teams grow and develop professionally.
• Work with diverse cultures and countries, and meet wonderful people.
• Find a permanent place to grow professionally.
• Be a leader, not a manager.

Qualifications

• Fluent in English (C1‑C2 levels).
• 1+ years of experience in a similar position.
• Proven experience in team management.
• Critical thinker and problem‑solver (worked with Keynote, PowerPoint, and Excel).
• Experience with Intercom, Zendesk, Freshdesk, HubSpot, Aircall, or any other customer support platform and their analytics dashboards.
• Knowledgeable in KPIs and SLAs in customer support, or familiarity with data analysis and statistics.
• Team player who has worked on cross‑departmental projects for service‑delivery enhancements.
• Skilled in time management and experienced with time‑management platforms (Wrike, Monday, Asana, Jira, etc.).
• Excellent interpersonal and communication skills (knowledge of Google Suite and/or Zoom functionality); excited about communicating with people.
• Excellent at organising and multitasking, able to work with several clients simultaneously.
• Track record of taking responsibility.
• Love people and new technologies.

Benefits and Perks

Business hours; Opportunity to work fully remotely; Inclusive international environment; Compensation in USD; Good bonuses for referring friends; Paid intensive training and probation; Work‑life balance; Responsive management interested in your growth and long‑lasting cooperation; Greenhouse conditions for self‑development.

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.

Who we are

SupportYourApp is a Support‑as‑a‑Service company that provides secure technical, customer support, and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages.

Since [date unspecified], we’ve become an industry leader in premium outsourced customer support and turned global with eight hubs around the world.

We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.

We welcome people with various backgrounds and experiences.

Grab the chance to join us and send your CV in English, pointing out your outstanding skills!

Visit our website: /

We are a multinational company with unbiased views.

We are committed to a non‑discriminatory hiring process: the assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in the provision of employment opportunities and benefits.