The Customer Success Manager is responsible for leading and managing the customer support function to ensure excellent service delivery, operational efficiency, and high customer satisfaction. This role oversees day-to-day support operations, team performance, quality standards, and continuous improvement across all customer contact channels.
Job Description
Key Responsibilities
Operational Management
- Oversee daily customer support operations across live chat, email, and calls.
- Ensure adherence to service level agreements (SLAs), response times, and quality standards.
- Manage escalations and ensure timely resolution of complex customer issues.
- Coordinate with internal departments such as Payments, Risk, Trading, IT, or Compliance to resolve customer queries effectively.
- Ensure business continuity during system downtime, including manual processes where required.
- Lead, coach, and develop team leaders, agents, and support staff.
- Conduct performance reviews, one-on-one sessions, and corrective action where necessary.
- Manage staffing, scheduling, leave, and attendance to support 24/7 or shift-based operations.
- Identify training needs and collaborate with QA or training teams to improve performance.
- Foster a positive, accountable, and customer-focused team culture.
- Monitor KPIs including CSAT, QA scores, first response time, resolution time, and productivity.
- Implement quality assurance frameworks and improvement plans.
- Analyse customer feedback and support data to identify trends and improvement opportunities.
- Prepare and present regular performance reports to senior management.
- Review and optimise support processes, workflows, and tools to improve efficiency.
- Support the implementation of new systems, policies, or procedures.
- Contribute to customer experience strategy and continuous improvement initiatives.
- Ensure compliance with company policies, POPIA, and relevant regulatory requirements.
- Act as a point of contact for internal stakeholders regarding support performance.
- Represent the customer support function in cross-departmental meetings.
- Ensure a consistent, professional, and empathetic customer experience.
- Minimum of 3 5 years experience in a customer support or contact centre environment.
- At least 2 years experience in a supervisory or management role.
- Experience managing omnichannel support (chat, email, calls).
- Experience working in a 24/7 or shift-based operation is advantageous.
- Strong leadership and people management skills.
- Excellent communication and problem-solving abilities.
- Strong analytical and reporting skills.
- Proficiency with customer support platforms (e.g. Zendesk or similar).
- Ability to work under pressure and manage multiple priorities.
- Strong understanding of customer experience principles.
- Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Quality Assurance scores
- SLA adherence and response times
- Escalation resolution efficiency
- Team productivity and attendance
- Staff retention and development
- May require shift work, weekends, and public holidays depending on operational needs.
- onsite work.
