Head Of Support Operations

Brsk; Johannesburg; On-site; ZAR 700,000 - 900,000; Full time

Job summary

A leading UK-based ISP, YouFibre, seeks a Head of Support Operations in Johannesburg. This pivotal role involves designing support structures and ensuring customer satisfaction as you scale operations in South Africa. Ideal candidates will have extensive experience in customer experience management and operational strategy, ready to drive exceptional service in a dynamic tech-driven environment.

Benefits

Monthly work-from-home allowance

Connectivity allowance

Qualifications

• Experience in customer support or operations in telecommunications or B2C startup.
• Track record of scaling support teams effectively.
• Strong analytical and decision-making skills.

Responsibilities

• Oversee customer support operations in South Africa.
• Define KPIs to measure operational performance.
• Develop efficient support structures and processes.

Skills

People management

Operational strategy

Data analysis

Communication

Collaboration

Education

5+ years in leadership role

Tools

CRM platforms

Support tools

Job description

We have recently merged with another incredible UK-based ISP called YouFibre and are helping them grow their team. This role is for YouFibre specifically

Head of Support Operations

Are you a strategic leader with a passion for customer satisfaction and scaling operations? We’re looking for a Head of Support Operations to join our growing team and lead customer experience initiatives in South Africa as we scale our subscriber base. This is a pivotal leadership role that combines customer experience strategy with operational excellence in a fast-paced, omni-channel B2C environment.

About YouFibre:

We are a national, UK full-fibre broadband provider, delivering ultrafast and ultra-affordable internet to homes and businesses across the UK, offering speeds of up to 10,000Mbps!

Customer satisfaction is our top priority. With our dedicated team of UK-based sales agents, support centre staff, and technical experts, we ensure our customers experience the best of our services. We were voted by our customers Best Provider, Best AltNet and Best Customer Care in the Broadband Genie Awards 2024

About the Role:

As Head of Support Operations, you’ll be responsible for designing and scaling efficient support structures from the ground up. You’ll oversee end-to-end support operations, ensuring that customer issues are resolved effectively while fostering a culture centered on service excellence and continuous improvement.

Key Responsibilities:

Support Operations Leadership:

• Oversee all customer support operations in South Africa, ensuring timely and effective issue resolution.
• Define and track KPIs to measure operational performance and customer satisfaction.
• Use data insights to identify trends, drive performance improvements, and inform strategic decisions.
• Streamline workflows by developing and refining scalable support processes.
• Manage and mentor support teams to maintain high service standards and morale.
• Lead the implementation of omni-channel support solutions including AI chatbots, WhatsApp, and others.
• Partner with internal teams to resolve systemic issues and implement lasting solutions.
• Develop a comprehensive, customer-centric experience strategy aligned with business goals.
• Incorporate customer feedback into product and system development cycles.
  
  

Cross-Functional Collaboration:

• Serve as the primary liaison between customer-facing teams and executive leadership.
• Communicate regularly with stakeholders on metrics, challenges, and opportunities.
• Align support operations with broader business objectives through close collaboration with Product, Tech, and Operations teams.
  
  

What We’re Looking For:

• Proven experience in a senior role overseeing support operations and customer experience, ideally within a telecommunications or B2C start-up environment.
• Strong track record of scaling support teams and systems from early stage to maturity.
• Skilled in people management, operational strategy, and data analysis.
• Deep understanding of support systems, CRM tools, and emerging customer service technologies.
• Excellent communicator and natural collaborator across teams and levels.
• Passionate about delivering exceptional customer experiences and building loyal communities.
  
  

Qualifications:

• 5+ years in a leadership role within customer support or experience operations.
• Strong analytical and decision-making skills.
• Demonstrated success in managing cross-functional teams and driving operational performance.
• Familiarity with CRM platforms and modern support tools.
  
  

Other

• This is primarily a work-from-home role, so you'll need your own reliable laptop, a strong fibre internet connection and a quiet workspace with backup power. To support you, we offer a monthly work-from-home and connectivity allowance.
• Although remote, you’ll need to attend in-person team meetings and training sessions and visit our outsourced team so you should be based in or around Johannesburg
  
  

Why Join Us?

This is a rare opportunity to make a lasting impact at a high-growth company, shaping the future of customer experience in a dynamic, tech-driven industry.

Ready to lead the charge in exceptional customer support?

Apply now and be part of something transformative.