Customer Support Manager
The Faculty
Remote, South Africa
CUSTOMER SUPPORT MANAGER | VIRTUAL TEAM
Lead. Develop. Deliver.
We are looking for an experienced Customer Support Manager to lead a dedicated, fully virtual Tier 1 and Tier 2 Customer Support team supporting our customers.
This is a hands-on leadership role for someone who thrives in a high-volume, KPI and SLA-driven environment and is passionate about delivering excellent customer experiences while building high-performing teams.
What You’ll Be Responsible For
Lead the day-to-day operations of the Tier 1 and Tier 2 Customer Support teams.
Ensure customers receive responsive, consistent and high-quality support within agreed SLAs.
Monitor ticket volumes, queues, backlogs, ageing, response and resolution times.
Manage team performance against KPIs, SLAs and quality standards .
Oversee escalations between Tier 1, Tier 2 and technical/business teams.
Manage workforce capacity, scheduling and resource allocation to meet customer demand.
Coach, develop and performance-manage team members.
Identify recurring issues and drive continuous improvement across support processes.
Analyse operational data and provide clear performance reporting to stakeholders.
Support the growth...
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