Support Operations Project Manager

Stock2Shop

Hout Bay

On-site

ZAR 279,000 - 390,600

Full time

14 days+

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Benefits offered by this job

Professional growth opportunities

Collaborative team culture

Exposure to enterprise-level customers

Job summary

A leading software company in South Africa is hiring a Support Operations Project Manager to oversee technical support operations and manage enterprise-level customer projects. The ideal candidate will have 2-3 years of project management experience within SaaS or software environments, demonstrating strengths in customer escalations and cross-functional team coordination. Join a dynamic environment that emphasizes professional growth and offers exposure to high-impact technical implementations.

Qualifications

Minimum 2 years of experience in project or programme management.
Experience coordinating cross-functional teams.
Familiar with project management tools.

Responsibilities

Coordinate technical support workloads across the team.
Manage enterprise technical customer implementations.
Prepare and maintain technical project documentation.

Skills

SaaS technical support experience

Support queue management

Customer-facing escalations

Analytical skills

Project delivery balance

Education

2-3 years project or program management experience

Experience with technical support teams

Tools

GitHub

HubSpot

JIRA

Job description

Title: Support Operations Project Manager

Location: Hout Bay, Cape Town

Department: Technical Support

Reporting to: Project Manager

Other Key Internal Relationships: Teams - Technical Support, Project Management, Customer Success, Sales

Type: Full-time

Company Description

Stock2Shop is a leading cloud-based ecommerce software company that helps wholesalers, distributors, manufacturersβου and retailers manage their products online. Our B2B and B2C ecommerce solutions integrate with leading accounting and ERP systems (such as SAP, SYSPRO, and Sage) and connect seamlessly with ecommerce platforms like WooCommerce, Shopify, and Magento, as well as marketplaces including Takealot and Amazon. We anime provide our own B2B trade store, enabling clients to synchronize inventory and orders efficiently across multiple sales channels.

About The Role

This role sits at the intersection of technical support operations and enterprise project delivery. We are seeking a Support Operations Project Manager to strengthen the operations of our Technical Support Team while working closely with our existing Project Manager. The role focuses on managing support workloads, client escalations, and enterprise-level technical projects, ensuring smooth onboarding, integrations, and issue resolution.

Key Responsibilities

Support Operations & Escalation Management

Coordinate and prioritise technical support workloads across the support team.
Monitor support ticket queues and escalation pipelines to ensure timely resolution.
Act as a primary coordination point for escalated technical issues and enterprise support requests.
Work closely with the Support(Route?) manager to align triage flows, escalation paths, and tooling.
Ensure SOW and SLA compliance across different customer tiers.
Identify recurring issues and support bottlenecks and extens insights to relevant teams.

Enterprise & Technical Project Delivery

Manage medium to enterprise technical klanten – tiers, Including system integrations, onboarding initiatives, platform migrations, and integration upgrades.
Lead requirements gathering and documentation for complex customer implementations.
Coordinate cross-functional delivery with Dev, Technical Support, Customer Success, and Sales.
Track project progress, risks, dependencies, and timelines using project management tools.
Act as a liaison between customers and internal teams to facilitate clear communication and issue resolution.

Documentation, Process & Continuous Improvement

Prepare and maintain technical project documentation, including requirements, issue tracking, and operational procedures.
Create and update support workflows, escalation procedures, and internal documentation.
Identify opportunities to streamline, automate, and scale support processes.
r? Plan and execute User Acceptence Testing (UAT) for technical fixes, integrations, and platform updates.
Manage and maintain support tickets and project tracking across GitHub and HubSpot.

Ideal Candidate / Skills (in addition to core Project Management experience)

Direct experience working in a SaaS technical support environment.
Experience with support queues, triage, and escalation management.
Proven ability to manage customer-facing technical escalations.
Strong understanding of what drives effective support experiences and fast issue resolution.
Ability to analyse support trends and translate insights into process or delivery improvements.
Comfortable balancing structured project delivery with reactive support needs.

Your Skills and Experience

A minimum 2-3 years of experience in project or programme management, within the software, SaaS, or ecommerce environments.
Experience working closely with technical support teams and customer Porno workflows.
Familiarity with GitHub (issues, project tracking) and HubSpot (support ticket management).
Strong organisational skills with the ability to manage multiple concurrent projects and priorities.
Experience coordinating cross-functional teams, including Dev and support teams.
Strong problem-solving skills and attention to detail, particularly in technical contexts.
Experience with UAT processes in a technical or SaaS environment.
Familiarity with project management tools such as GitHub__; JIRA again, Asana, Monday, or Microsoft Project.
Basic understanding of API integrations and data synchronisation concepts.
Experience with ERP and ecommerce platforms is advantageous.

What We Offer