Customer Support Operations Manager

SUMMARY:
A leading technology-driven company is looking for a Customer Support Operations Manager to oversee its end-user support services.

POSITION INFO:

Are you a highly technical and detail-oriented leader with a passion for optimising customer support operations?

A leading technology-driven company is looking for a Customer Support Operations Manager to oversee its end-user support services. This role is ideal for a proactive problem-solver who excels in managing client relationships, driving process improvements, and implementing AI-driven support solutions.

Key Responsibilities:

• Manage & Oversee Customer Support Provider: Act as the primary liaison with the third-party support provider, ensuring SLAs and quality standards are consistently met
• Training & Knowledge Management: Become an expert in the company’s systems, train internal and external teams, and maintain up-to-date documentation
• Support Innovation & AI Implementation: Lead the rollout of AI-driven support tools such as chatbots and automated ticketing, continuously optimising processes for efficiency
• Technical & System Proficiency: Work across CRMs, ticketing systems, and mobile devices (iOS and Android) while ensuring seamless backend support workflows
• Client & Expectation Management: Serve as an escalation point for critical issues, maintain strong client relationships, and provide detailed performance reports
• KPI Reporting & Analysis: Track key support metrics, provide data-driven insights, and collaborate with internal teams to enhance customer satisfaction

Key Requirements:

• Experience: 5-10 years in customer support operations, service delivery, or technical support, ideally within telecom, SaaS, or a tech-driven environment
• Technical Proficiency: Strong knowledge of mobile devices, networks, CRMs, ticketing systems, and AI-driven support tools
• Client Management: Proven ability to manage external partners and ensure high service standards
• Problem-Solving & Process Optimisation: Experience improving workflows and integrating automation and AI solutions
• Communication Skills: Outstanding ability to simplify complex concepts and convey information clearly

Nice-to-Have Skills:

• Experience in eSIM, telecom, or roaming services
• Familiarity with AI chatbots and automated customer support tools

EE Disclaimer:
All positions will be filled in accordance with the company''s Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.