Hybrid Customer Support Operations Lead

Sage; Johannesburg; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Life Insurance: 2x annual salary

Provident fund: 5–15%

Medical aid subsidy

Sage Academy leave

Paid volunteering days

Hybrid working

Employee Assistance Program

Volunteer leave

Job summary

Sage in Johannesburg is seeking an Operations Manager to lead Customer Support operations across channels and ensure high performance. The role translates strategy into actionable plans, coaching Team Managers and optimizing workforce deployment.

You will partner with Product, Digital and Finance to drive efficiency, customer outcomes and continuous improvement. Location is hybrid with three days in the Johannesburg office; you will influence service metrics, workforce planning and

Qualifications

• Proven leadership in Customer Support or similar service environment.
• Experience leading through Team Managers or people leaders.
• Strong understanding of customer experience and service delivery metrics.
• Experience in workforce planning, forecasting or capacity management.
• Ability to interpret operational data and translate insights into action.
• Coaching, performance management and succession planning experience.
• Strong stakeholder management and communication skills.
• Ability to lead change and manage competing priorities while maintaining stability.
• Sound judgement and accountability for outcomes.

Responsibilities

• Lead Customer Support operations and drive agreed outcomes across products and channels.
• Translate strategy into operational plans, measures and accountabilities.
• Drive performance on TNPS, CSAT, FCR, service levels and backlog management.
• Use data and insights to identify risks and opportunities for improvement.
• Plan workforce, forecast demand, and deploy resources with WFM.
• Develop Team Managers through coaching and succession planning.
• Foster a high-performance, inclusive culture with accountability.
• Champion customer-centered support practices to reduce repeat contacts.
• Lead escalations and service recovery for customer-impacting issues.
• Lead cross-functional improvement, digital adoption and AI-enabled initiatives.

Skills

Leadership experience

Team leadership

Customer experience metrics

Workforce planning

Data interpretation

Coaching & development

Stakeholder management

Change management

Accountability & governance

Education

Relevant degree or NQF6

Job description

Sage in Johannesburg is seeking an Operations Manager to lead Customer Support operations across channels and ensure high performance. The role translates strategy into actionable plans, coaching Team Managers and optimizing workforce deployment.

You will partner with Product, Digital and Finance to drive efficiency, customer outcomes and continuous improvement. Location is hybrid with three days in the Johannesburg office; you will influence service metrics, workforce planning and