Customer Support Manager

Red Ember Recruitment (PTY) Ltd Permanent

Cape Town, South Africa Posted on 07/01/2026

• Oversee the daily operations of the Customer Support team to ensure smooth workflow, timely execution of tasks, and adherence to established processes and timelines.
• Monitor and motivate team members to achieve daily, weekly, and monthly KPI targets.
• Track efficiency and activity levels of agents to ensure timely responses to inquiries in line with internal SOPs and SLAs.
• Analyse gaps in customer support processes and identify opportunities for improvement.
• Contribute to refining the overall support strategy and direction for the customer support department.
• Collaborate with the department head to define and monitor key output and input metrics that drive customer support success.
• Lead, coach, and develop team members to reach their full potential and maintain a high-performing, motivated team.
• Partner with cross-functional teams (Operations, Product, Technology, and HR) to ensure a seamless customer experience.
• Address disciplinary issues and promote growth and incentive initiatives in collaboration with HR.
• Proactively identify and implement process improvements, demonstrating initiative and a "can-do" attitude.
• Oversee onboarding and training of new agents to ensure smooth integration into the team.
• Create and execute development plans for existing team members to foster continuous growth.
• Conduct regular one-on-one sessions with agents to discuss performance, progress, and career goals.
• Work toward improving customer satisfaction through enhanced engagement, quality interactions, and positive feedback.
• Develop, update, and monitor communication scripts to ensure consistency and professionalism.
• Design, implement, and maintain internal SOPs for the customer support department.
• Stay current with industry trends, tools, and best practices to improve team performance continuously.
• Monitor random customer interactions to assess quality, reduce errors, and maintain operational standards.
• Evaluate team performance, identify training needs, and coordinate training sessions as required.
• Manage administrative aspects of the department, including agent rosters, shift schedules, transport coordination, and performance reporting through internal CRM tools.
• Oversee multi-channel customer support operations, including live chat, email, telephone, and social media.
• Generate and present innovative ideas to address recurring customer complaints and improve support processes.

• Tertiary Qualification: National Diploma (minimum requirement).
• Experience: At least 2 years' experience as a Customer Support Manager, managing a team of 10 or more.
• Leadership: Proven ability to provide strong, consistent leadership and manage customer support KPIs across daily, weekly, monthly, and annual targets.
• KPI Management: Deep understanding of key performance indicators (KPIs) - including how to implement, measure, adjust, and achieve them.
• Change Leadership: Ability to drive change and promote healthy customer support habits through an employee centric approach.
• Analytical Thinking: Strong critical thinking and operational excellence mindset within the support function.
• Experience within the i Gaming industry.
• Proficiency in Zendesk or similar customer support platforms.