Customer Support Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee the daily operations of the Tier 1 and Tier 2 Customer Support teams.

• Ensure timely, consistent, and high-quality customer support in line with established SLAs.

• Track ticket volumes, queues, backlogs, aging, response times, and resolution times.

• Manage team performance in relation to KPIs, SLAs, and quality benchmarks.

• Facilitate escalations among Tier 1, Tier 2, and technical/business teams.

• Handle workforce capacity, scheduling, and resource allocation to satisfy customer needs.

• Mentor, develop, and manage the performance of team members.

• Recognize recurring issues and spearhead continuous improvement in support processes.

• Analyze operational data and deliver clear performance reports to stakeholders.

• Assist in the growth and scaling of the support operation as volumes and operational hours change.

⛳️ Requirements

• Demonstrated experience in managing a Customer Support or Technical Support team, preferably across Tier 1 and Tier 2 levels.

• Significant experience in a KPI and SLA-focused environment.

• Comprehensive understanding of ticket management, queues, backlogs, escalations, and service performance metrics.

• Strong skills in workforce planning and capacity management.

• Ability to analyze support data and transform insights into actionable improvements.

• Experience in coaching and nurturing high-performing teams.

• Robust stakeholder and client management capabilities.

• Outstanding written and verbal communication skills in English.

• Strong problem-solving, decision-making, and organizational abilities.

• Comfortable leading and managing a fully virtual/remote team.

• Experience in technology, hardware/software support, education, or EdTech is a plus.

🏝️ Benefits

• Fully virtual/remote work arrangement.

• Opportunity to lead and nurture a dedicated virtual Customer Support team.