927 Customer Service Manager jobs in South Africa

About Us

1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance. We are looking for an experienced Customer Service Manager to join our 1-grid Team!

This role will be based in our Cape Town office and will report to the Head of Customer Experience.

Role Purpose:

You will be responsible for leading and optimising the support team’s daily operations to deliver exceptional customer service, drive performance, and support 1-grid's broader customer experience strategy.

Key Responsibilities:

1. Team Leadership & Performance Management

• Lead, coach and support the day-to-day activities of the support team.

• Be a model of the culture. Drive accountability, productivity and morale.

• Monitor individual and team KPIs (e.g., response times, resolution rates, CSAT), and hold the team accountable.

• Conduct regular performance reviews, calibration sessions, and performance improvement planning.

2. Operational Oversight

• Manage team scheduling, shifts, and availability to ensure optimal coverage.

• Monitor real-time queues and adjust resources proactively to meet service level targets.

• Escalate systemic issues that impact productivity or customer experience.

3. Customer Experience & Quality Assurance

• Be a visible escalation point for urgent or sensitive customer issues.

• Ensure consistent delivery of a high-quality support experience across all channels.

• Monitor customer interactions and deliver feedback and coaching.

• Support the Head of CX with customer journey pain point tracking and resolution.

• Champion initiatives set out by the HoD that improve customer effort, satisfaction, and resolution quality.

4. Recruitment, Training & Development

• Support hiring of consultants in collaboration with HR and HoD.

• Foster a mentorship culture to build internal capability and career paths.

• Onboard new hires effectively with structured training and mentorship.

• Identify skill gaps and arrange for continuous development opportunities.

5. Cross-Operational Collaboration

• Work closely with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues.

• Surface customer pain points and friction areas that require systemic fixes to the HoD and teams.

• Ensure support team feedback is fed into product and operational decisions through collaboration with the HoD.

• Support cross-functional improvement projects driven by the Head of CX.

• Support initiatives from marketing, compliance and systems.

6. Reporting & Insights

• Monitor and report on daily, weekly, and monthly metrics. Deliver regular, effective, reports on performance, metrics, trends and insights to the Head of CX.

• Identify trends, blockers, and customer themes through tickets, conversations, and analytics.

• Present insights to leadership to inform strategic decisions.

• Act on NPS, CSAT and other VoC feedback relevant to support.

7. Process & Policy Management

• Ensure team adherence to SOPs, escalation processes, and SLAs.

• Maintain and improve support SOPs, workflows and processes.

• Continuously improve support processes to drive efficiency and reduce errors. Recommend and support the implementation of automation or tooling improvements.

Skills & Competencies:

• Experience in web hosting or a technical support environment

• Proactive, self-starter

• Strong work-ethic with a can-do attitude

• Exceptional multi-tasking skills

• Strong leadership and people management skills

• Deep understanding of support operations and KPIs

• Analytical mindset with comfort in data interpretation

• Customer-centric mindset with a passion for service excellence

• Effective communicator across levels and teams

• Familiarity with customer support tools (e.g., Freshdesk/Freshchat, reporting dashboards)

Overview

Job title: Customer Service Manager

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
• Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• This will help us excel at delivering the best customer experience to stay ahead of the game.

As part of your role, your responsibilities will include :

• Manage all aspects of the recruitment, selection and onboarding of new staff
• Ensure your region is sufficiently staffed according to inbound volume trends, Fixture Indexes, events and headcount forecasts
• Consistently review inbound volume, headcount forecasts and player base growth in order to remain sufficiently staffed at all times
• Proactively compile and present a business case for additional headcount where additional headcount is required based on growth
• Ensure additional staffing is secured where demand increases in order to retain the necessary handling rates and service levels
• Ensure that all P1, P2 and P3 events are effectively handled and debriefed during shift
• Ensure all P1, P2 and P3 events are reviewed, documented and all stakeholders involved and responsible for the events are engaged and collaborated with to mitigate the risk of similar events from occurring in the future
• Actively monitoring all staff's performance and decisively manage performance in line with the PEP process where performance standards are not met
• Ensure Coaches are continuously developed and performing at a high standard
• Manage all disciplinary processes in line with the Code of Conduct when and where required
• Ensure that all staff have a Personal Development Plan in place and that these are actively attended to, managed and reviewed regularly
• Ensure you have active staff development processes and campaigns in place that supports all staff's personal development plans and proactively managing succession planning within the Contact Centre
• Initiation and management of staff reward and recognition campaigns, both formal long-term campaigns as well as short-term ad hoc campaigns where needed
• Ensure regular staff engagement sessions are held that also includes 1 on 1 meetings with staff members
• Based on your regular staff engagement understand what's making the Contact Centre less desirable and ensure measures are put in place to address such detractors. At the same time understand what can be regarded as promoters and ensure more consistent campaigns cements this to make the Contact Centre the best environment to work in and that drives overall motivation and happiness amongst staff
• Continuously working on achieving the set annual Contact Centre goals for your region / s
• Equip your Coaches with all the relevant tools, skills and information that will produce engaging and meaningful pre-shift engagements
• Ensure a 95% handling rate is achieved during all shifts
• Ensure that service levels are achieved as per the set Contact Centre goals
• Consistently work on reducing the average queue times to deliver fast and efficient customer service
• Review all customer journey elements and ensure all CX elements are continuously streamlined and improved on in order to deliver an extraordinary customer experience
• Constantly review the effectiveness of your Coaches and implement new strategies to further streamline shift operations and the performance of all Contact Centre staff
• Analyse CSAT, FCR and NPS data to fully understand customer's sentiment on our product, service and processes
• Ensure other avenues of data gathering are tapped into to gather a 360 degree view of all pain points. These avenues could be the Contact Centre and other operational teams, feedback derived from Service Recovery events etc.
• Ensure all pain points are documented and all stakeholders are engaged and collaborated with, in an effort to eradicate the pain points
• Serve in a project management capacity to ensure VOC pain points and new initiatives are delivered upon as efficiently and effectively as possible
• Prepare monthly VOC Steerco updates on progress made
• Ensure sufficient reporting and project tracking is in place to monitor success and impact of the changes implemented
• Ensure that the Contact Centre environment has sufficient real-time monitoring dashboards and alerts in place to drive optimum efficiency
• Compile relevant and informative monthly Contact Centre performance reports
• Critically analyse the performance the Contact Centre and ensure relevant performance conversations are held with relevant teams where applicable
• Ensure customer experience trends (eg. CSAT, NPS etc.) are consistently analysed, root causes identified and plans are put in place to mitigate poor CX trends
• Identify opportunities for reporting automation, alert automation etc.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

The necessary skills that we require for this role include :

• Minimum of 4 years’ experience in a Customer Service / Contact Centre role
• Minimum of 4 years of management experience within a Contact Centre environment
• Diploma / Degree is essential
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

It would be great if you also have some of the following skills :

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Deadline : 21st August,2025

• Customer Service jobs

Position Overview

Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.

1. Operational Leadership
   • Oversee daily operations of the Cape Town main hub and Johannesburg team .
   • Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
   • Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
   • Manage the Returns Clerk and oversee receiving processes for goods returned.
2. Performance Management & Reporting
   • Set clear performance targets and KPIs for all team members.
   • Analyse service data, create regular reports, and present actionable insights to senior management.
   • Monitor call and email handling efficiency, turnaround times, and service quality.
3. Process Improvement & Efficiency
   • Identify operational bottlenecks and implement new processes to enhance efficiency.
   • Ensure seamless coordination between customer service, technical, and returns functions.
   • Introduce tools and systems that improve workflow and customer experience.
4. Stakeholder & Cross-Functional Engagement
   • Collaborate with internal departments to resolve escalated issues promptly.
   • Maintain strong relationships with retail partners and other key stakeholders.
   • Participate in strategic discussions to align customer service operations with company objectives.
5. Team Development
   • Recruit, train, and mentor team members to ensure high performance and engagement.
   • Foster a culture of accountability, service excellence, and continuous improvement.

• Minimum 5 years’ experience in a senior customer service management role, preferably in a high-volume environment.
• Proven track record of managing call centre teams and technical service staff.
• Strong analytical skills with experience in data reporting and performance tracking .
• Demonstrated ability to implement and manage process improvements .
• Excellent leadership, coaching, and conflict resolution skills.
• Strong administrative and organisational abilities.
• Willingness and ability to travel to Johannesburg when required.

• Leadership & People Management – Able to inspire, motivate, and drive results.
• Operational Excellence – Skilled in streamlining processes and managing complex workflows.
• Customer Focus – Committed to delivering a superior customer experience.
• Problem-Solving – Quick to identify issues and implement effective solutions.
• Resilience – Capable of handling high-pressure situations with professionalism.

• Based at the Cape Town Head Office.
• Occasional travel to Johannesburg is required.
• Full-time position, with flexibility to manage operational demands.

Job Title: Customer Service Manager
Location: Cape Town (Head Office) – with travel to Johannesburg as required
Reports to: General Manager of Operations

Position Overview

Stingray is seeking a highly experienced Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.

Key Responsibilities

1. Operational Leadership

• Oversee daily operations of the Cape Town main hub and Johannesburg team .
• Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
• Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
• Manage the Returns Clerk and oversee receiving processes for goods returned.

1. Performance Management & Reporting

• Set clear performance targets and KPIs for all team members.
• Analyse service data, create regular reports, and present actionable insights to senior management.
• Monitor call and email handling efficiency, turnaround times, and service quality.

1. Process Improvement & Efficiency

• Identify operational bottlenecks and implement new processes to enhance efficiency.
• Ensure seamless coordination between customer service, technical, and returns functions.
• Introduce tools and systems that improve workflow and customer experience.

1. Stakeholder & Cross-Functional Engagement

• Collaborate with internal departments to resolve escalated issues promptly.
• Maintain strong relationships with retail partners and other key stakeholders.
• Participate in strategic discussions to align customer service operations with company objectives.

1. Team Development

• Recruit, train, and mentor team members to ensure high performance and engagement.
• Foster a culture of accountability, service excellence, and continuous improvement.

Required Skills & Experience

• Minimum 5 years’ experience in a senior customer service management role, preferably in a high-volume environment.
• Proven track record of managing call centre teams and technical service staff.
• Strong analytical skills with experience in data reporting and performance tracking .
• Demonstrated ability to implement and manage process improvements .
• Excellent leadership, coaching, and conflict resolution skills.
• Strong administrative and organisational abilities.
• Willingness and ability to travel to Johannesburg when required.

Key Competencies

• Leadership & People Management – Able to inspire, motivate, and drive results.
• Operational Excellence – Skilled in streamlining processes and managing complex workflows.
• Customer Focus – Committed to delivering a superior customer experience.
• Problem-Solving – Quick to identify issues and implement effective solutions.
• Resilience – Capable of handling high-pressure situations with professionalism.

Working Conditions

• Based at the Cape Town Head Office.
• Occasional travel to Johannesburg is required.
• Full-time position, with flexibility to manage operational demands.

Are you passionate about people, performance, and service excellence?

Join
First Group ZA
as our next
Customer Service Supervisor
and take the lead in delivering top-tier service while shaping the success of our call center team. The
Customer Service Supervisor
is responsible for overseeing the daily operations of the call center, ensuring that team members deliver exceptional customer service and achieve performance targets. This role involves managing and mentoring staff, handling escalated issues, and implementing strategies to improve service quality and operational efficiency.

Key Responsibilities:

Team Management:

• Supervise and support agents, including scheduling shifts, managing attendance, and conducting performance evaluations.
• Provide training and development opportunities for team members to enhance their skills and knowledge.
• Foster a positive work environment by motivating and coaching staff to achieve individual and team goals.

Operational Oversight:

• Monitor call center performance metrics (e.g., call volume, response time, customer satisfaction) and ensure adherence to service level agreements (SLAs).
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Implement and enforce call center policies, procedures, and best practices.

Quality Assurance:

• Conduct regular quality audits and performance reviews to ensure high standards of customer service.
• Analyze performance data and provide actionable insights and recommendations for continuous improvement.
• Develop and execute action plans to address any service quality issues or operational challenges.

Reporting and Analysis:

• Prepare and present regular reports on call center performance, including metrics, trends, and areas for improvement.
• Collaborate with management to set and review performance goals, and develop strategies to achieve them.

Customer Focus:

• Ensure that customer interactions are handled professionally, effectively, and in accordance with company policies.
• Identify opportunities to enhance the customer experience and drive customer satisfaction.

Qualifications:

Education:

• Bachelor's degree in Business Administration, Management, or a related field (preferred). Relevant certifications in customer service or management are a plus.

Experience:

• Minimum of 5 years of experience in a call centre environment, with at least 3 years in a supervisory or leadership role.
• Proven track record of managing teams and driving performance improvements.

Who
we are
Yoco was founded in 2015, and we've been breaking down barriers, unlocking economic opportunities and opening commerce for people to thrive ever since.

We're the payments provider for over 200,000 self-employed, and process over US$3 billion annually.

We have ±350 team members globally, all with a bias for boldness and a passion for simple, progressive solutions. We believe in uniting different people to solve hard problems, together.

Our mission of making society more equal requires a variety of people, with different backgrounds and points of view, to keep building solutions that make life easier for emerging businesses.

We're growing fast. With growth comes compelling challenges. If you're an ambitious problem-solver, with big ideas, a passion for doing good, bright, grounded and courageous; you're likely to thrive at Yoco.

We don't stop pushing. We break things to rebuild. We challenge ourselves and each other. We're constantly evolving - and we're doing it fast.

Grow With Us.

About The Role
As the Customer Service Manager, you will play a pivotal role in leading our team through an exciting and strategic evolution. Historically focused on delivering exceptional customer service excellence, your primary mission will be to spearhead the transformation of our team into a proactive Merchant Success Centre. This involves moving beyond reactive problem-solving to proactively engaging with our merchants, understanding their business goals, and providing strategic support that drives their growth and maximises their long-term value through the Merchant Success Centre.

This role will require you to collaborate with the Head of Customer Support: defining, implementing, and optimising strategies that not only resolve issues efficiently but actively contribute to merchant retention, engagement, and the overall success of their ventures on our platform. This leadership role demands a strategic operator who can inspire and empower a team to become trusted advisors, ensuring our merchants thrive.

What You Will Be Doing

• Strategy & Merchant Success Transformation:
• Formulate and implement comprehensive Merchant Success strategies that drive retention, growth, and satisfaction through proactive engagement models and value realisation frameworks.
• Foster a culture that prioritises long-term merchant partnerships over transactional support, ensuring seamless transition from reactive support to proactive partnership.
• Collaborate cross-functionally with Sales, Product, Marketing, and Tech teams to ensure a unified approach to merchant satisfaction and success.
• Team Leadership & Development:
• Recruit, onboard, mentor, and develop a high-performing team capable of acting as trusted advisors and proactive success enablers.
• Provide regular coaching and performance feedback, empowering team members to master both traditional service excellence and advanced merchant success methodologies.
• Partner with the Enablement team to design targeted learning experiences and create career development pathways that support ongoing skill development and staff retention.
• Operations & Process Management:
• Oversee daily operations of the Merchant Success Centre, ensuring efficient workflows and timely resolution of merchant inquiries.
• Develop and implement scalable processes, tools, and best practices that enhance the merchant experience and improve team productivity.
• Act as escalation point for critical merchant issues, ensuring swift resolution whilst maintaining focus on long-term merchant health.
• Performance Analysis & Reporting:
• Monitor comprehensive KPIs including traditional metrics (AHT, FRT, CSAT, NPS, SLAs, QA) and strategic Merchant Success metrics (retention rate, churn rate, activation rates, feature adoption, LTV, expansion revenue).
• Utilise advanced data analytics to identify trends, patterns, and root causes impacting merchant health and growth, using insights to formulate targeted success initiatives.
• Prepare detailed reports on operational performance and merchant success strategy effectiveness, presenting findings to senior management with actionable recommendations for continuous improvement.
• Establish clear, achievable goals and benchmarks for all KPIs based on historical data, industry best practices, and organisational objectives.
• Gather merchant feedback to inform product development, marketing initiatives, and overall business strategy, acting as the voice of the merchant within the organisation.

About You

• Minimum 10 years managing customer support teams in contact centre environments with a proven track record in high-pressure situations
• Demonstrated experience in strategic transformation projects and cross-functional collaboration (minimum 2 years)
• Experience working within fast-growing companies and scaling operations
• Previous exposure to merchant success, customer success, or account management methodologies preferred
• Strong mentoring and coaching abilities with track record of developing high-performing team leaders who can manage strong team
• Understanding of merchant/customer lifecycle management and value realisation frameworks
• Experience gathering customer feedback and translating insights into business strategy
• Ability to balance operational excellence with strategic merchant success initiatives
• Results-oriented focus on improving both customer outcomes and business performance
• Proficiency in performance metrics including traditional customer service KPIs (CSAT, AHT, FRT, SLAs, QA) and merchant success metrics (retention, churn, LTV, activation rates)
• Advanced Excel/Google Sheets skills for numerical analysis and reporting
• Experience with contact centre management tools and CRM systems (e.g., Zendesk)
• Ability to establish KPI benchmarks and track performance against strategic objectives
• This role requires you to be on-site working alongside Customer Support agents
• Experience with and exposure to AI tools and platforms

The people we're looking for
We're looking for people who want to grow and have a thirst for learning. And as Yoco grows, we hope they stay with us for the long-term.

Building solutions for a more equal society is a daunting task - and it's not for everyone. We never stop pushing, we break things to rebuild, and we challenge ourselves and our teammates. We start over, we constantly evolve - and we do it fast. We know that it's just the right kind of meaningful madness for our kind of visionary human.

So, who are you? You're someone who resonates with our mission and our values, and you're relentlessly effective in your execution.

You're a curious problem-solver with a passion for doing good. You're bright, grounded, experimental and bold. You play open cards and get stuck in. You're not afraid of change. You close the loop.

At Yoco, we laugh, embrace each other's quirks, and support one another's growth, all while staying authentic.

If this sounds like your kind of challenge, apply below and come grow with us.

We encourage applicants from diverse backgrounds to apply and ask that you please send your application in English and help us reduce unconscious bias by leaving out your picture, age, address, and other unnecessary information in your CV.
We believe that the best work comes from a place of balance and security. We see our benefits not as perks, but as a partnership to support your life, your family, and your ambitions.

• Need time to switch off? We offer 24 paid leave days annually, plus public holidays, so you can rest, travel, or simply handle life.
• Thinking about long-term security? We'll help you build a strong foundation with contributions to medical aid and gap cover.
• Putting your family first? So do we. We provide paid parental leave for mothers, fathers, and adoptive parents, along with family responsibility leave for unexpected emergencies.
• Ready to grow your skills? We provide an annual learning budget for you to invest in the courses, conferences, or training that will help you advance your career.
• Looking for your community? Find it here. From weekly company gatherings and team outings to employee-led clubs, we foster a connected culture where everyone belongs.

Yoco is the all-in-one digital commerce platform for small businesses.

As one of Africa's largest fintech companies, we make it easy to sell anywhere, manage your business from anywhere, and grow with smart insights—all under one Yoco profile.

Founded in 2015, we've helped over 200,000 small businesses across South Africa accept card payments and access capital—often for the first time.

Our ecosystem of payments, software, and tools works seamlessly under one Yoco account. Behind it all is a global team of 350+ people across South Africa and the Netherlands, building world-class solutions for small business growth.

Are you looking for Employment + Inspiration?

Then we have a place for you

We're growing our client service team and we're looking for a CLIENT SERVICE

MANAGER

Who we're looking for?

• A proactive, independent driver who loves working with clients and delivering

great work that builds brands and grows businesses.

• A solutions-driven, committed individual with an ongoing hunger to learn,

grow and improve.

• A collaborator to work closely within a team.

• An experienced, responsible co-ordinator who manages clients and the

creative team for the best outcomes.

• A great communicator with excellent presentation skills

• A passionate client service manager who just wants to do great sh*t

What you'll be doing?

• Responsible for the operational implementation of all client requirements.

• Relentlessly focusing on managing deadlines and delivery for the agency and

client.

• Development of project costings and management of profitability of work.

What do you need?

• Degree or diploma in marketing, communication, business management or

relevant fields.

• Minimum of 5-10 years' experience in an Account Manager role in a traditional

advertising agency.

• Experience in costing/budgeting a campaign through negotiating and / or

estimating time and prices for relevant services required to deliver a campaign.

• Experience in Chase, MS tools including PowerPoint, Excel and Word to develop

presentations, contact reports and spreadsheets for costings and timings.

• Professional interest and understanding for the developments and workings

of social media.

• An eye for style, the creative, verbal and cultural awareness and the ability to

distinguish and identify markers of quality.

• Mature one-on-one, negotiation and presentations to individuals and groups.

• Understanding of strategy development process and apply that to clients.

Who we are…

We're the longest standing independent, South African agency. We build, grow and

entrench brands for now and into the future. As a full-service, independent creative

and media agency we offer all the services of a traditional and digital agency,

delivering great work and meaningful results to our clients.

Contact us…

Send your portfolio and CV to .CO.ZA. Reach out

soon to be considered.

Location: Remote

Remote Recruitment is seeking an enthusiastic and experienced Customer Service Manager to lead our customer support team. In this pivotal role, you will be responsible for developing and implementing strategies to improve customer satisfaction, streamline processes, and ensure a high standard of service delivery.

Your leadership will be key in fostering a customer-centric culture and implementing best practices that enhance our clients' experience.

• Oversee the daily operations of the customer service department, ensuring high-quality service and support are provided.
• Develop and implement customer service policies and procedures that enhance service delivery.
• Lead, mentor, and train customer service representatives to achieve optimum performance.
• Monitor and analyze customer feedback and service metrics to identify areas for improvement.
• Handle escalated customer complaints and ensure swift resolution.
• Collaborate with other departments to ensure a holistic customer experience.
• Stay up-to-date with industry trends, tools, and best practices in customer service.

• 3+ years of experience in customer service management or a similar role.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proficient in customer service software, CRM systems, and MS Office applications.
• Ability to analyze data and trends to make informed decisions.
• Demonstrated problem-solving abilities and strong attention to detail.
• A bachelor's degree in Business Administration, Communication, or a related field is preferred.

• Work From Home
• Training & Development
• Performance Bonus

Client Service Manager – Remote (Canada & U.S. Clients)

Please Read Carefully & Fully Complete Both Steps Below to Be Considered

Application Process & Requirements

• Fill out the application form (choose "Service Manager" as the position you are applying for):

Apply Here:

• Submit a video answering the questions provided on the application form.

Key Notes to Remember:

• Copy and paste the link above into your browser (Google Chrome recommended).
• Attach a video answering all questions on the application form.
• Ensure your video link is accessible (Google Drive, Loom, YouTube – unlisted or shareable).
• Applications without both a video and resume will not be reviewed.
• Be yourself and show your energy
• Use the same camera, headset, and workspace you'll use if hired.

About the Role

We are seeking a skilled Client Service Manager to lead our remote service team, ensuring exceptional support and long-term satisfaction for our commercial cleaning clients across Canada and the U.S.

As a Client Service Manager, you will oversee the performance and development of our service and BCO team. You'll ensure smooth day-to-day operations, handle escalations, support building changeovers, step in during overflow tasks, and maintain high service standards. Your leadership will directly influence client retention, satisfaction, and overall success.

Key Responsibilities

• Supervise and manage a team of remote customer success representatives.
• Onboard and train new team members to meet our service standards.
• Monitor KPIs: response times, resolution rates, and customer satisfaction.
• Coach and support team members with call reviews, feedback, and ongoing development.
• Handle escalations for complex service issues with quick, professional resolution.
• Step in during overflow periods to maintain consistent service.
• Collaborate with senior leadership to identify service gaps and improve processes.

Requirements

• 5+ years in a supervisory/leadership/operations role.
• Excellent English communication skills (spoken & written) – minimum 9/10 proficiency.
• Proven experience managing remote teams or working in virtual environments.
• Strong organizational skills; ability to stay calm under pressure.
• Proficiency with CRMs (HubSpot preferred), Google Workspace, Slack, Zoom.
• Results-driven mindset with a passion for customer success.

Compensation

• Base Pay: $2,000 $3,750 CAD per month
• Shift: Monday – Friday, 8:00 AM – 4:30 PM (Mountain Time) but overtime will be needed when issues arrive

Job Type: Full-time

Pay: R25 000,00 - R45 000,00 per month

Application Question(s):

• Have you filled out the form?

Experience:

• Supervisory/Operations: 5 years (Required)

Work Location: Remote