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Customer Support Ops Manager

Cape Town, Western Cape, South Africa • Posted July 02, 2026

Job Type: Full-time
Location: Cape Town, Western Cape
Posted: July 02, 2026
Category: Information and Record Clerks
Application Deadline: August 11, 2026

Role Description

WHAT YOU’LL DO


  • Own the day-to-day support operation and keep things running smoothly

  • Manage ticket volumes, backlog, and SLA performance

  • Review quality and coach agents to improve

  • Track contact drivers and share actionable insights

  • Maintain and improve SOPs, FAQs, and basic CRM setup (Freshdesk)

  • Identify and implement improvements to make the operation more efficient

    • WHO YOU ARE:


    This job is for you if you have:

  • 4–7 years experience in customer support

  • 2+ years in a Team Lead or other leadership role

  • Strong Freshdesk / CRM familiarity

  • Strong written communication

  • Experience building or stabilising support functions

    • Skills you already have:

  • Well spoken and can communicate clearly & concisely 

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  • Resourceful - Enj...

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