Senior Customer Support Manager

Placements24; Johannesburg; Hybrid; ZAR 800,000 - 1,050,000; Full time

Benefits offered by this job

Health benefits

Professional development

Paid time off

Flexible working arrangements

Job summary

Placements24 seeks an experienced Senior Customer Support Manager to lead a dedicated support team in Johannesburg. You will shape support strategy, mentor agents, and analyze feedback to drive continual improvements.

You will oversee policies, performance metrics, and escalation handling while collaborating with Sales, Product, and Engineering to deliver exceptional customer experiences.

Qualifications

• Demonstrated experience leading a customer support team.
• Proven track record of improving customer satisfaction metrics.
• Strong understanding of customer service principles and practices.
• Excellent leadership, coaching, and performance management skills.
• Proficient with CRM platforms such as Zendesk and Salesforce Service Cloud.

Responsibilities

• Lead, manage, and motivate a team of customer support representatives.
• Develop and implement effective customer support policies, procedures, and service standards.
• Monitor performance metrics (response times, resolution rates, CSAT) and drive improvements.
• Handle escalated customer issues with professionalism and efficiency.
• Train and coach staff on product knowledge, communication skills, and customer service best practices.
• Identify trends in inquiries and feedback to drive product and service enhancements.
• Manage the support ticketing system and ensure optimal utilization.
• Develop and maintain knowledge base articles and support documentation.
• Collaborate with Sales, Product, and Engineering to ensure a seamless customer experience.
• Foster a customer-centric culture within the team and organization.

Skills

Team leadership

Performance management

Data analysis

Customer service principles

Communication skills

Education

Bachelor's degree in Business Administration

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a rapidly growing fintech company, is seeking an experienced and dynamic Senior Customer Support Manager to lead their dedicated support team. This crucial role involves overseeing all aspects of customer service operations, ensuring exceptional customer satisfaction and efficient issue resolution. You will be responsible for developing and implementing support strategies, training and mentoring support agents, and analyzing customer feedback to drive continuous improvement. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a passion for delivering outstanding client experiences. This is a significant opportunity to shape the customer support function and make a tangible impact within a thriving organization in Johannesburg, Gauteng .

Key Responsibilities

• Lead, manage, and motivate a team of customer support representatives.
• Develop and implement effective customer support policies, procedures, and service standards.
• Monitor customer service performance metrics (e.g., response times, resolution rates, CSAT scores) and drive improvements.
• Handle escalated customer issues with professionalism and efficiency.
• Train and coach support staff on product knowledge, communication skills, and customer service best practices.
• Identify trends in customer inquiries and feedback, providing insights to relevant departments for product and service enhancements.
• Manage the support ticketing system and ensure its optimal utilization.
• Develop and maintain knowledge base articles and support documentation.
• Collaborate with other departments, such as Sales, Product, and Engineering, to ensure a seamless customer experience.
• Foster a customer-centric culture within the support team and the wider organization.

Requirements

• Proven experience in a customer support leadership role, managing a team.
• Demonstrated success in improving customer satisfaction metrics.
• Excellent understanding of customer service principles and practices.
• Strong leadership, coaching, and performance management skills.
• Proficiency in using CRM software and customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to analyze data and generate actionable insights.
• Experience in the fintech or SaaS industry is a significant advantage.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• Adaptability and ability to thrive in a fast-paced environment.

Benefits

Our client offers a competitive salary commensurate with experience, along with performance-based incentives. Comprehensive health benefits, including medical aid and life insurance, are provided. Opportunities for professional development and career advancement are actively encouraged through ongoing training and leadership programs. Employees are entitled to generous paid time off and flexible working arrangements. The company fosters a dynamic and supportive work environment, with regular team activities and a strong focus on employee well-being. This role is based in Johannesburg, Gauteng , offering the chance to lead and grow within a leading fintech firm.