Customer Support Manager

Cape Town (Southern Suburbs)

A fast-growing technology company is seeking a proactive and solutions-focused Customer Support Manager to lead and scale their support function.

This role exists to ensure customers consistently receive timely, effective, and friendly assistance, while balancing excellent service with operational efficiency. The Customer Support Manager will be responsible for motivating, supporting, and developing a high-performing team, refining processes, and driving collaboration across departments to elevate the overall customer experience.

Duties and responsibilities

• Recruit, train, and mentor a high-performing customer support team.
• Set clear performance expectations and conduct regular KPI evaluations.
• Foster a culture of accountability, learning, and customer-centricity while maintaining a positive team culture.
• Oversee day-to-day customer support operations, including queue management, SLAs, and ticket escalations.
• Oversee and maintain help desk systems and knowledge bases.
• Analyse support metrics and customer feedback to identify areas for improvement.
• Monitor and enhance support quality through audits, reviews, and coaching.
• Drive initiatives to improve customer satisfaction and first-contact resolution rates.
• Ensure complex or high-priority customer issues are owned and resolved.
• Work closely with Sales, Finance, and Customer Success teams to communicate customer issues and feedback.
• Coordinate with marketing and training teams to deliver support-related content (FAQs, tutorials, etc.).
• Identify opportunities for automation and process improvements to reduce response time and increase efficiency.
• Champion the use of AI, bots, or chat tools to enhance the support experience.

Requirements

• 3-5+ years in a customer support leadership role, ideally in SaaS, tech, or service-based companies.
• Strong people management skills with a passion for coaching and team development.
• Strong understanding of customer support metrics and tools.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Calm and focused under pressure, especially in a fast-paced, tech-driven environment.
• Confident working independently, managing multiple projects and priorities.
• Passion for creating positive customer experiences.
• Experience with CRM/helpdesk software (ideally HubSpot) is a plus.