Customer Success Manager

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.

People Management

• 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.

Quality & Performance Management

• 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.

Process Improvement & Strategy

• 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.

Stakeholder & Customer Focus

• 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.

Skills & Competencies

• 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

Working Conditions

• May require shift work, weekends, and public holidays depending on operational needs.
• onsite work.