1,561 Customer Support Manager jobs in South Africa

Jem City of Johannesburg, Gauteng, South Africa

Join to apply for the Customer Support Manager role at Jem

Jem City of Johannesburg, Gauteng, South Africa

Join to apply for the Customer Support Manager role at Jem

Lead a sharp, dedicated team and reimagine how customer support works in an AI-native company.

Jem is searching for a Customer Support Manager who can rethink what great support looks like and make it happen fast. You’ll lead a high-performing team, build automation into the way we work, and ensure every interaction (across calls, WhatsApp, and email) leaves customers feeling heard, valued, and supported.

Jem is one of South Africa’s fastest-growing startups, redefining HR, payroll, and benefits for deskless teams. Backed by top investors, we’re on a mission to give frontline workers access, dignity, and control over their working lives. We’re proudly AI-first, building smarter processes and automations to work faster, scale better, and have a bigger impact.

You’ll lead a team of six brilliant Jems across two functions. The Customer Support team includes a Customer Support Lead, two Customer Support Coordinators, and a Technical Solutions Manager. The Customer Data team includes a Customer Data Lead and one Customer Support Coordinator. You’ll report to our Head of Customer, Nonsuku, and collaborate with team members in both Johannesburg and Cape Town.

You’ll lead, coach, and grow a high-performing support team while building a culture that reflects Jem’s core principles: people matter, take ownership, and find solutions through AI and customer obsession. You’ll run daily stand-ups, regular check-ins, and performance reviews to keep the team aligned, motivated, and delivering at a high standard.

Operations & Quality

You’ll oversee daily operations across calls, WhatsApp, and email, managing SLAs for response and resolution times, staffing, and shift coverage. Every interaction should be professional, empathetic, and accurate, and you’ll monitor tone and sentiment through Freshworks to ensure quality stays high.

You’ll identify high-volume or repeat queries and design automation to reduce manual work. Working closely with Product and Engineering, you’ll improve self-service, implement smart routing, and test, refine, and optimise bot flows and automation rules to make support faster and more efficient.

You’ll act as the voice of the customer, capturing and routing feedback to the right teams. You’ll escalate edge cases with clear documentation, follow up after resolution, and track CSAT and NPS trends - turning insights into actions that improve satisfaction.

You’ll keep documentation clear and current, including escalation paths, shift handovers, and contact handling guides. Monthly reports on ticket volumes, channel mix, resolution times, and satisfaction trends will help you refine support strategy and plan resources effectively.

You’ll create training materials, lead onboarding for new hires, and keep the team updated on new features, tools, and workflows. Regular knowledge-sharing sessions will help continuously upskill the team and maintain a high standard of service.

3 to 5 years in customer support, including at least 1–2 years leading a team.

Experience with calls, WhatsApp, and email support, ideally via Freshworks or similar.

Skilled in SLA management, performance tracking, and escalations.

Strong automation mindset: templates, workflows, and contact deflection.Excellent coaching, communication, and feedback skills.

Confident using data to make operational decisions.

Continuous Learning: You’ll help shape how we build AI into our processes and automations, solving real problems for real people. We move fast, try new things, and share what we learn along the way.

Career Growth: Big ownership, visible impact, and the chance to grow with one of SA’s fastest-scaling startups.

Hybrid Work Culture: We have offices in Cape Town & Johannesburg, but we’d like someone based in our Johannesburg office (Glenadrienne, Sandton) at least three days a week.

Competitive Package: Competitive salary, benefits, and 22 days of annual leave.

We aim to move candidates through our interview process in no more than 10 working days. For this role, there are five steps:

CV Application & Video: Submit your CV, answer some questions, and record a short video answering a specific question so we can get to know you beyond your CV.

Technical Assessment: A 72-hour take-home task to understand how you think through problems and get a high-level view of your AI, automation, and leadership skills in the support space. (It won’t take you more than 1–2 hours to complete.)

Technical Interview: A 30-minute conversation with Nonsuku, your potential manager. She’ll explore your background in customer support, ask some technical questions, and give you the chance to ask your own.

In-Person Workshop: A collaborative session in our Johannesburg office with some of our team members. You’ll see our space, meet the team, and work through real scenarios so we can understand your teamwork, problem-solving, and collaboration style.

Founder Interview: A 45-minute session with Caroline van der Merwe, our co-founder and COO, to explore team fit and culture alignment.

Quick note on our process: We use AI alongside human reviewers to help us review applications quickly and fairly, but every decision to move forward is made by a real person. We’ll always communicate with you, even if the outcome is regret at any stage. “People matter” is one of our core principles, and we work hard to make sure that’s reflected in your hiring experience.

If you’re excited to shape the future of work, build smarter processes, and help support and develop the special team we have serving our customers at Jem, please apply below.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service

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Overview

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.

• 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.

• 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.

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SUMMARY:

Recruiter:

Network Recruitment

Job Ref:

NES /TSH

Date posted:

Friday, July 11, 2025

Location:

Johannesburg, South Africa

SUMMARY:

Are you a seasoned customer support professional with a strong technical background in crushers and mineral processing equipment? We are seeking a Customer Support Manager to join our client’s dynamic team – a leading global supplier of heavy-duty mineral processing solutions.

POSITION INFO:

Key Requirements:

• Minimum of 8 years’ experience in customer support or after-sales service, specifically within crushers and mineral processing equipment.
• Proven background working with OEM equipment in a customer-facing technical support role.
• BEng Degree in Mechanical Engineering (or a related field) is essential.
• Strong leadership and communication skills with the ability to manage support teams and build customer relationships.
• A results-driven mindset with a focus on service delivery, warranty management, spares and technical resolution.
  
  

• Lead and manage the customer support division, including Service Engineers, Warranty Officers, and Technical Advisors.
• Oversee customer engagement post-delivery and provide expert technical support on crushers and processing equipment.
• Ensure the timely and efficient resolution of technical issues, warranty claims, and maintenance queries.
• Develop and implement customer satisfaction strategies aligned with after-sales service excellence.
• Maintain close coordination with engineering, project, and product teams to relay customer feedback and drive product improvements.
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Other
• Industries Advertising Services

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Company Overview:

YesPlay's customer support team is currently undergoing a transformation process. As part of the departments' growth, the YesPlay customer support team uses a well-known and industry-best support CRM solution to optimize the way in which customer support queries are addressed. The team requires a strong, determined, well-organised, experienced and energetic team manager to elevate YesPlay's support processes and the customer support team as a whole.

About the Role:

Due to the growth within the department, we expect that this candidate will assist the department head in building, implementing and monitoring adherence to new customer support processes. As a Customer Support Manager, you will support the department's results and ensure the smooth operation of the team with the guidance of the department head. We have a ton of challenging tasks and resources to stimulate the Customer Support Manager to make things happen for them

Duties & Responsibilities:

• Be responsible for ensuring the team's day-to-day operations run smoothly and without interruptions. This includes overseeing task execution, addressing operational issues promptly, coordinating resources, monitoring performance, and ensuring adherence to processes and timelines to maintain seamless workflow.
• Monitoring and motivating the team to ensure that daily, weekly, and monthly KPI targets are met and observed
• Monitoring daily, weekly and monthly efficiency and activities of agents ensuring timely responses to incoming inquiries in terms of internal SOPs and SLAs.
• Analyse any gaps and understand possible improvements in our support to customers.
• Assist in refining the strategy for support at YesPlay
• Collaborate with the department head on the direction and a strategy for our growing customer support team by defining key output metrics for support as well as the input metrics that drive them.
• Help the team make a lasting impact on our customer's experience with YesPlay.
• Lead and grow the support team to reach their fullest potential of becoming driven and high performing individuals.
• Work alongside the department head with cross functional teams, all focused on a common mission to provide an excellent and seamless customer experience.
• Collaborating with HR to combat disciplinary issues within the team and explore opportunities of growth and incentives within the team.
• Gathering information to analyse problems and produce solutions in taking the initiative by going beyond job responsibilities and identifying opportunities for improvement with a "can do" attitude.
• onboarding of new agents joining the Customer Support team.
• Develop the growth of existing agents based on defined plans and promote continual agent and team growth with the assistance of HR.
• Understanding the broader implications of team engagement and how they relate to the goal of reducing attrition and absenteeism.
• Organising monthly/weekly one-on-one sessions with the team to discuss performance and goals.
• Improving customer satisfaction rate via reviews and increased growth of positive feedback from customers.
• Write, update and monitor scripts for agents' responses.
• Develop and implement internal SOPs for customer support agents and the department as a whole.
• Staying current with industry trends and advancements.
• Monitoring random customer engagements to enhance quality, reduce errors, and track operational performance.
• Evaluating team performance, identifying training needs, and scheduling training sessions with relevant teams.
• Leading and preparing the customer support department administratively (including but not limited to preparing agent's rosters and shift schedules, overseeing transportation roster and ensuring internal customer support SOPs are up to date, as well as preparation of performance reports using internal CRM tool etc.)
• Daily monitoring and overseeing of support operations across multiple channels, including but not limited to livechat, email, telephone and social networks.
• Effectively collaborating with the Head of the Department and Operations, Product and Technology teams to enhance our product within a customer-focused world.
• Generating and presenting customer support ideas and solutions which aim to combat frequent customer complaints and address unexpected use-cases.

Essential Requirements:

• Tertiary Qualification: As a minimum, a completed National Diploma
• +2 years experience as a Customer Support Manager and managing a support team of over 10 people.
• Strong and consistent leadership skills with the ability to manage customer support KPIs daily, weekly, monthly and yearly.
• Candidates must have a solid understanding of KPIs and how to implement, measure, adjust and achieve them.
• Ability to lead change and healthy customer support habits by setting direction with an employee-centric vision.
• Be a critical and analytical thinker with a strong focus on operational excellence within the customer support team.

Desirable Criteria:

• Experience within the i-gaming industry.
• Familiar with Zendesk or similar customer support tool(s).

Key Competencies:

• Analytical Skills
• Stress Management
• Management & Leadership Skills
• Planning and Organizing
• Time Management
• Performance Management
• Customer Management

Location: In office, Cape Town, South Africa

Company: Dineplan

Our Values

At Dineplan, we always strive to:

• Be Problem Solvers
  . We break down the problem and build up the solution. We challenge perspectives - not people.
• Learn
  . We're proactive about learning, both personally and professionally. We embrace failure as part of growth.
• Have Fun
  . We don't take ourselves too seriously. We laugh often, and we believe freedom to play fuels creativity.
• Put the Team First.
  Despite borders, we stay connected. We're more than a company - we're a community.
• Be Kind.
  We care deeply. Kindness is embedded in how we communicate. We say "thank you" often and mean it.

About the Role

We are looking for a
proactive, solutions-focused Customer Support Manager

to lead and scale our Support team. In this role, you will ensure our customers consistently receive timely, effective, and friendly assistance - while maintaining a balance between excellent service and operational efficiency.

You will be responsible for motivating, supporting, and developing a high-performing team, refining internal processes, and driving collaboration across departments to enhance the customer experience.

Key Responsibilities

Team Leadership & Development

• 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 fostering a positive team culture.

Customer Support Operations

• 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 improvement areas.

Customer Satisfaction & Quality

• 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.

Cross-Functional Collaboration

• 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.).

Process & Technology Optimisation

• 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 in SaaS or service-based tech 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.

Lead a sharp, dedicated team and reimagine how customer support works in an AI-native company.

Jem is searching for a Customer Support Manager who can rethink what great support looks like and make it happen fast. You'll lead a high-performing team, build automation into the way we work, and ensure every interaction (across calls, WhatsApp, and email) leaves customers feeling heard, valued, and supported.

Jem is one of South Africa's fastest-growing startups, redefining HR, payroll, and benefits for deskless teams. Backed by top investors, we're on a mission to give frontline workers access, dignity, and control over their working lives. We're proudly AI-first, building smarter processes and automations to work faster, scale better, and have a bigger impact.

ROLES & RESPONSIBILITIES

You'll lead a team of six brilliant Jems across two functions. The
Customer Support
team includes a Customer Support Lead, two Customer Support Coordinators, and a Technical Solutions Manager. The
Customer Data
team includes a Customer Data Lead and one Customer Support Coordinator. You'll report to our Head of Customer, Nonsuku, and collaborate with team members in both Johannesburg and Cape Town.

Leadership & Culture

You'll lead, coach, and grow a high-performing support team while building a culture that reflects Jem's core principles: people matter, take ownership, and find solutions through AI and customer obsession. You'll run daily stand-ups, regular check-ins, and performance reviews to keep the team aligned, motivated, and delivering at a high standard.

Operations & Quality

You'll oversee daily operations across calls, WhatsApp, and email, managing SLAs for response and resolution times, staffing, and shift coverage. Every interaction should be professional, empathetic, and accurate, and you'll monitor tone and sentiment through Freshworks to ensure quality stays high.

AI, Automation & Innovation

You'll identify high-volume or repeat queries and design automation to reduce manual work. Working closely with Product and Engineering, you'll improve self-service, implement smart routing, and test, refine, and optimise bot flows and automation rules to make support faster and more efficient.

Customer Advocacy & Insights

You'll act as the voice of the customer, capturing and routing feedback to the right teams. You'll escalate edge cases with clear documentation, follow up after resolution, and track CSAT and NPS trends - turning insights into actions that improve satisfaction.

Processes & Reporting

You'll keep documentation clear and current, including escalation paths, shift handovers, and contact handling guides. Monthly reports on ticket volumes, channel mix, resolution times, and satisfaction trends will help you refine support strategy and plan resources effectively.

Onboarding & Training

You'll create training materials, lead onboarding for new hires, and keep the team updated on new features, tools, and workflows. Regular knowledge-sharing sessions will help continuously upskill the team and maintain a high standard of service.

KEY SKILLS & QUALIFICATIONS

3 to 5 years in customer support, including at least 1–2 years leading a team.

Experience with calls, WhatsApp, and email support, ideally via Freshworks or similar.

Skilled in SLA management, performance tracking, and escalations.

Strong automation mindset: templates, workflows, and contact deflection.Excellent coaching, communication, and feedback skills.

Confident using data to make operational decisions.

AI & automation-First Mindset

WHAT WE OFFER

Continuous Learning:
You'll help shape how we build AI into our processes and automations, solving real problems for real people. We move fast, try new things, and share what we learn along the way.

Career Growth:
Big ownership, visible impact, and the chance to grow with one of SA's fastest-scaling startups.

Hybrid Work Culture:
We have offices in Cape Town & Johannesburg, but we'd like someone based in our Johannesburg office (Glenadrienne, Sandton) at least three days a week.

Competitive Package:
Competitive salary, benefits, and 22 days of annual leave.

WHAT YOU CAN EXPECT FROM US

We aim to move candidates through our interview process in no more than 10 working days. For this role, there are five steps:

CV Application & Video:
Submit your CV, answer some questions, and record a short video answering a specific question so we can get to know you beyond your CV.

Technical Assessment:
A 72-hour take-home task to understand how you think through problems and get a high-level view of your AI, automation, and leadership skills in the support space. (It won't take you more than 1–2 hours to complete.)

Technical Interview:
A 30-minute conversation with Nonsuku, your potential manager. She'll explore your background in customer support, ask some technical questions, and give you the chance to ask your own.

In-Person Workshop:
A collaborative session in our Johannesburg office with some of our team members. You'll see our space, meet the team, and work through real scenarios so we can understand your teamwork, problem-solving, and collaboration style.

Founder Interview:
A 45-minute session with Caroline van der Merwe, our co-founder and COO, to explore team fit and culture alignment.

Quick note on our process:
We use AI alongside human reviewers to help us review applications quickly and fairly, but every decision to move forward is made by a real person. We'll always communicate with you, even if the outcome is regret at any stage. "People matter" is one of our core principles, and we work hard to make sure that's reflected in your hiring experience.

If you're excited to shape the future of work, build smarter processes, and help support and develop the special team we have serving our customers at Jem, please apply below.