495 Customer Support Manager jobs in South Africa

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.

10bet looking for an experienced
Customer Service Manager
to set up and lead our customer service team in a fast-growing, well-established company in the online gaming world reporting to Head of Customer Support. Supervising the daily operations of the customer service teams, identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing the teams, who typically deliver customer interactions across multiple channels.

Responsibilities

• Directly responsible for recruitment, onboarding, and training of the Customer Support team.
• Lead & Develop the Customer Support Team to ensure a quality service is always delivered
• Set and manage the Support Services budget
• Be a 10bet Ambassador internally and externally.
• Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.
• Own of all related documentation including related Terms and conditions, Internal policies, and procedures. Internal and external operational guides.
• Enhance the First Call Resolution
• Perform analysis and propose improvements to current work practices with a focus on automations.
• Drive better sales through service
• Drive quality and consistency
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Senior Management.
• Act as the Voice of the Customer across the organisation.
• Work effectively with all peers and Product, Business Partners, Marketing, Operations to negotiate and influence customer improvements
• Supervising the daily operations of the customer service department
• Setting customer service KPIs & SLAs for team members and helping them reach those goals ensuring excellent customer services
• Ensure strong relationships are kept with profitable customers
• Making weekly and monthly reports and surveys
• Staying current on the latest industry trends and techniques

Requirements:

Requirements

• 4+ years of management experience of an online operational customer service teams – advantage in Igaming or similar.
• English knowledge – excellent
• Very good knowledge of Microsoft Office
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment
• Able to interpret BA and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment

The Senior Customer Support Manager is a key leadership role within the Owner Experience team, responsible for managing high-profile homeowner accounts while overseeing and developing a team of 10 professionals. This role focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency, and fostering a culture of continuous improvement and professional growth within the team. The Senior Customer Support Manager works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners.

Key Responsibilities:

Owner Account Management:

● Serve as the primary point of contact for high-profile homeowners, ensuring their needs are met with the highest level of service and responsiveness.

● Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates.

● Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively.

● Analyze financial reports and provide insights to homeowners regarding their property's performance, identifying areas for optimization.

● Develop strategic solutions to enhance owner satisfaction and retention. People Leadership & Development:

● Develop strategic solutions to enhance owner satisfaction and retention.

● Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers, ensuring they excel in their roles.

● Lead regular team meetings, one-on-one performance reviews, and training sessions to drive individual and team success.

● Establish clear performance expectations, monitor progress, and support career development opportunities within the department.

● Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction and operational excellence. Process Improvement & Operational Excellence:

● Partner with the Owner Experience & Training Manager to develop and implement efficient workflows and standard operating procedures.

● Identify opportunities to optimize department processes to increase efficiency and effectiveness.

● Leverage data insights to inform decision-making and recommend improvements in service delivery.

● Ensure timely and accurate completion of client-related tasks within project management tools. Cross-Department Collaboration:

● Ensure timely and accurate completion of client-related tasks within project management tools.

● Work closely with internal departments such as Onboarding, Compliance, Finance, Sales, Design, Listings & Distributions, Revenue and Operations to streamline owner interactions and improve service quality.

● Assist in the successful onboarding of new properties by ensuring alignment between owner expectations and operational capabilities.

● Represent the Owner Experience team in company-wide initiatives, contributing insights and recommendations for continuous improvement. Other Responsibilities:

● Stay up-to-date with company policies, industry regulations, and market trends to provide informed guidance to homeowners and the team.

● Maintain compliance with clients procedures and regulatory requirements.

● Perform additional duties as assigned by leadership.

OH&S:

● Actively participate and contribute with the improvement of company procedures and processes.

● Follow all procedures and guidelines and applicable law and regulations.

● Promote a professional and cooperative working environment, based on mutual respect and trust.

● Promote safe behaviour in the workplace.

Moonspin is proud to offer industry-leading Customer Support, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.

Purpose of the Role:

The Customer Support Operations Manager is responsible for leading and optimizing call centre operations, ensuring world-class service delivery, and aligning operational performance with the organization's strategic goals. The role requires balancing daily management, long-term strategic planning, and continuous improvement to deliver exceptional customer experiences while driving efficiency, cost management, and innovation.

Responsibilities:

Operational Leadership:

• Oversee daily call centre operations to ensure smooth workflow and achievement of SLAs, KPIs, and compliance standards.
• Develop workforce schedules based on call volume forecasts and resource availability.
• Ensure call quality monitoring, service consistency, and operational adherence to policies.

People Leadership & Development:

• Lead, mentor, and inspire team leaders and agents, fostering a high-performance and customer-centric culture.
• Conduct regular performance evaluations, set goals, and implement coaching programs.
• Design and deliver training initiatives to build skills and improve service quality.

Customer Experience & Escalation Management:

• Drive strategies that enhance customer satisfaction, loyalty, and retention.
• Handle escalated issues, ensuring timely resolution and root cause analysis.
• Monitor FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).

Strategic Focus & Business Alignment:

• Develop and execute strategies to evolve the call centre into a modern, digital-first customer service function.
• Partner with senior leadership to align operational goals with broader business objectives such as customer retention, digital adoption, and revenue growth.
• Plan budgets, workforce expansion, and cost-optimization initiatives.
• Explore and implement new technologies (automation, chatbots, AI, omnichannel platforms).

Performance Management & Reporting:

• Analyse operational data and generate reports for senior leadership, highlighting trends, risks, and opportunities.
• Track and optimize critical metrics: AHT (Average Handle Time), FCR, CSAT, NPS, occupancy, and attrition.
• Benchmark performance against industry standards to drive a culture of continuous improvement.

Compliance & Process Excellence:

• Enforce adherence to policies, procedures, and compliance standards, including data security and privacy regulations.
• Implement process improvement initiatives to increase efficiency and reduce errors.
• Collaborate with IT and vendors on system uptime, reporting tools, and technology enhancements.

Requirements:

• 5–8 years of experience in customer service or call centre operations, with at least 3 years at managerial level.
• Experience working in i-Gaming field.
• Hands on experience working with AI tools/systems in the CS environment.
• Proven track record of operational leadership, strategic planning, and process optimization in a call centre environment.
• Strong analytical skills with experience in performance reporting and business intelligence tools.
• Excellent leadership, coaching, and communication abilities.

Key Competencies:

• Customer-centric mindset with passion for delivering service excellence.
• Strategic thinker with ability to translate business priorities into actionable plans.
• Inspiring leadership style that motivates, develops, and retains talent.
• Strong problem-solving, decision-making, and conflict resolution skills.
• Adaptability to fast-paced, high-pressure environments.
• Continuous improvement and innovation orientation.

You will build and maintain strong Client relationships, schedule project delivery, manage Client feedback and satisfaction, and capture Client requirements, among other responsibilities. The successful candidate will be joining a fun and supportive team who value each others input. We encourage individuals to put forward innovative ideas on how we can work smarter and provide a better experience for our Clients. This role is one that requires a solutions-focused and proactive individual who shows initiative, you are making important day-to-day business decisions and need to be self-motivated, escalating as required. You are required to interface internally and externally. You will play a key role in ensuring our Clients receive a high-quality service through managing the often complex logistics surrounding the delivery of our services.

Collinson is a global loyalty and benefits company.

We use our expertise and products to craft customer experiences which enable some of the world's best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.

We take our 30 years' experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world's best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand's reward programmes and loyalty initiatives.

Purpose of the job

To handle all complaints received in accordance within the business and if you can, regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. To Manage all escalated cases to completion.

Key Responsibilities

• To respond to all escalated complaints received from end consumers of Priority Pass, LoungeKey, Mastercard Airport Experiences, LoungeKey Pass and Lounge Pass via our Customer Service Team customers, meeting our obligations as a company and our governing regulations.

• To adhere to all company protocols and procedures

• To adhere to agreed internal complaint handling policies as well as ADR rules and regulations.
• To carryout full thorough and fair investigations of all complaints received.
• Manage own workloads in a smart and effective way.

• Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.

• To keep accurate and detailed records of all complaints, on Freshdesk, following correct company procedure to provide Root Cause analysis and reporting .

• To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest complaint policy changes.

• Escalate training and competency issues to the Head of Consumer Operations and relevant Contact Centre operations leads.

• To manage the ADR process, oversee all ADR files and decisions, build a library of ADR outcomes and attend meetings where required to support decisions and outcomes made.
• To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
• To manage and be responsible for any Compensation payments and managing the log and finance for these payments
• To Manage all GDPR requests and log for the Travel Experience customers, reporting into Data Protection team. To provide feedback and guidance to the Customer Services team on complaints, and provide support to trainers if needed Performance Measures
• Ensure all customer communications are processed accurately and within defined timelines.
• Maintain accuracy in claims assessment and processing.
• Deliver high-quality customer service, both internally and externally.
• Stay knowledgeable about policy wording, insurer approaches, and pragmatic decision-making in claims.

· Demonstrate the ability to work effectively under pressure. · Foster a positive team spirit and collaborative working environment.

• Ensure inbound Travel Insurance sales calls are handled professionally, meeting quality and conversion targets.
• Accurately process mid-term adjustments and customer service requests, ensuring customer satisfaction and compliance.

Knowledge, person specification, skills and experience required

• Knowledge and understanding of complaint handling and ADR (Essential).
• Excellent verbal and written communication skills (Essential).
• Knowledge of the Travel Experience products and Customers (Desirable)
• Excellent customer service skills (Essential).
• Confident in dealing with deadlines and delivering to targets and objectives.
• Knowledge and Understanding of the GDPR regulations and rules (Essential)
• Knowledge of Travel and appropriate Systems (Desirable)
• Attention to detail with good time management.
• Computer literate.
• Adaptable to change and flexibility to deal with any tasks as required and a good team worker

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

Job Title:

Customer Relations Assistant

Position Overview:

We are seeking a highly organised and articulate individual to join a globally active organisation with its roots in Europe and a growing footprint in Southern Africa. This junior to mid-level role will be the first Customer Relations team member based in the Johannesburg office. You will report remotely to a Team Manager based in Zurich and collaborate with a small international team dedicated to client experience and communication excellence.

This is not a sales or business development role. You will primarily be handling inbound client communication, mostly via email, with a strong focus on clear, concise, and strategically aligned responses. The ideal candidate will be proactive, adaptable, and capable of working independently, while coordinating closely with colleagues across departments and time zones.

In addition to customer interaction, the role includes contributing to the company's growing communications and content function. You will assist with updating web content, coordinating digital presence, supporting the preparation of press materials, and shaping a consistent tone for the brand across platforms.

Key Responsibilities:

• Respond promptly and professionally to customer enquiries via email
• Manage expectations and maintain high client satisfaction
• Liaise internally to resolve customer requests and ensure smooth communication flow
• Maintain and update onboarding guides, FAQs, and internal reference documents
• Build and maintain accurate distribution lists
• Support the launch of a digital and social media presence for the company
• Update website content regularly in collaboration with management
• Assist with the scheduling and preparation of client business review meetings

Essential Skills & Attributes:

• Sharp attention to detail and a methodical approach
• Strong written and verbal communication across all levels
• Customer-centric, with the ability to anticipate needs and resolve queries with care
• Confident working independently while collaborating across functions
• Assertive yet respectful in tone and delivery
• Excellent time management and organisational skills
• Proactive mindset with the ability to suggest improvements and pre-empt issues
• Professional written English and adaptability in tone depending on the audience

This role offers the opportunity to be part of a close-knit international team, contribute to a growing local presence, and help shape how the brand is experienced by its customers around the world

Job Type: Full-time

Pay: From R25 000,00 per month

Ability to commute/relocate:

• Sandton, Gauteng 2196: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Digital Marketing: 2 years (Required)

Language:

• English 1st (Required)

Work Location: In person