Remote Support Manager - Concierge SLA Leader (AI)

Assetara Limited; Durban; On-site; ZAR 360,000 - 600,000; Full time

Job summary

Assetara Limited in Durban is seeking a dedicated Support Manager to join our team remotely through the Assetara platform. You will act as a key personal manager and frontline support specialist for subscribing clients, dive deep into all products, help clients navigate platform tools, and maintain accurate CRM/private notes.

You will deliver concierge-level support with professional, warm communication, manage client queues and SLA risks, and escalate with clear operational justification.

Qualifications

• Proven ability to manage customer support workflows with SLA adherence.
• Experience using CRM systems to document client interactions and notes.
• Ability to handle confidential client data with strict privacy controls.

Responsibilities

• Develop deep knowledge of all company products and features to guide clients.
• Prioritize work via dashboards, monitor unread messages and SLA risks.
• Provide professional, warm communication within official workspace.
• Maintain separation between client-facing messages and internal notes.
• Review and edit AI-generated draft responses before sending.
• Escalate and justify operational actions when needed.

Skills

Deep product knowledge

SLA management

Client communication

CRM proficiency

Attention to detail

Confidentiality & compliance

Tools

Broker Dashboard

CRM software

AI-assisted drafting review

Job description

Assetara Limited in Durban is seeking a dedicated Support Manager to join our team remotely through the Assetara platform. You will act as a key personal manager and frontline support specialist for subscribing clients, dive deep into all products, help clients navigate platform tools, and maintain accurate CRM/private notes.

You will deliver concierge-level support with professional, warm communication, manage client queues and SLA risks, and escalate with clear operational justification.