Virtual Customer Support Leader | Tier 1–2, KPI & SLA Driven

The Faculty; Durban; Presencial; ZAR 480.000 - 820.000; Jornada completa

Descripción de la vacante

The Faculty is seeking a seasoned Customer Support Manager to lead a fully virtual Tier 1 and Tier 2 support team. This hands-on leadership role focuses on delivering high-quality customer experiences in a KPI- and SLA-driven environment, driving performance improvements and scalable operations.

You will coach a diverse team, manage escalations across tiers, and ensure top-tier support while analyzing data to inform strategic decisions.

Formación

• Proven experience leading a Customer Support or Tech Support team (Tier 1/2).
• Strong KPI and SLA-driven experience.
• Excellent ticket management, queues, backlogs and escalations understanding.
• Solid workforce planning and capacity-management skills.
• Ability to analyze support data and drive practical improvements.
• Experience coaching high-performing teams.
• Strong stakeholder and client management.
• Excellent written and verbal English communication.
• Comfortable leading a fully virtual/remote team.
• Experience in tech, hardware/software support, education or EdTech is advantageous.

Responsabilidades

• Lead day-to-day operations of Tier 1 and Tier 2 Customer Support teams.
• Ensure responsive, high-quality support within SLAs.
• Monitor ticket volumes, queues, backlogs, ageing and resolution times.
• Manage performance against KPIs, SLAs and quality standards.
• Oversee escalations across teams and Technical/Business units.
• Plan workforce capacity, scheduling and resource allocation.
• Coach and performance-manage team members.
• Identify recurring issues and drive process improvements.
• Analyze operational data and report to stakeholders.
• Support growth and scaling of the support operation as volumes evolve.

Conocimientos

Team leadership

KPI & SLA mindset

Ticket management

Workforce planning

Data-driven improvements

Coaching & development

Stakeholder management

English communication

Virtual/remote leadership

Tech/EdTech exposure beneficial

Descripción del empleo

The Faculty is seeking a seasoned Customer Support Manager to lead a fully virtual Tier 1 and Tier 2 support team. This hands-on leadership role focuses on delivering high-quality customer experiences in a KPI- and SLA-driven environment, driving performance improvements and scalable operations.

You will coach a diverse team, manage escalations across tiers, and ensure top-tier support while analyzing data to inform strategic decisions.