Remote Operations Manager — CX, SLA & Process Leader

Zappy; Cape Town; Remote; ZAR 600 000 - 800 000; Full time

Job summary

A leading BPO company is seeking an experienced Operations Manager in Cape Town. This role involves overseeing day-to-day delivery for a key technology client, focusing on team leadership, process optimization, and customer satisfaction metrics. The ideal candidate will have 5+ years of experience in managing customer support teams, particularly in fast-paced environments. This position allows for remote work with flexibility for overlapping U.S. business hours.

Qualifications

• 5+ years of experience managing customer support or BPO operations teams.
• Exceptional spoken and written English; comfortable in remote communication.
• Proven success managing remote or distributed teams.

Responsibilities

• Manage a team of customer experience associates handling multi‑channel support.
• Act as the point of escalation for complex or high‑priority tickets.
• Develop and refine SOPs to ensure consistent handling of customer issues.

Skills

Team Leadership

Customer Experience Management

Data Interpretation

CRM Management

Process Optimization

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

A leading BPO company is seeking an experienced Operations Manager in Cape Town. This role involves overseeing day-to-day delivery for a key technology client, focusing on team leadership, process optimization, and customer satisfaction metrics. The ideal candidate will have 5+ years of experience in managing customer support teams, particularly in fast-paced environments. This position allows for remote work with flexibility for overlapping U.S. business hours.