Customer Service Manager

Pineapple Tech PTY LTD is a dynamic leader in the short-term insurance and Insur Tech industry, renowned for its innovation and commitment to simplifying insurance solutions. We leverage cutting-edge technology to create transparent and accessible insurance products for our customers. As part of our continued growth, we are currently seeking a Customer Service Manager to join our team and play a pivotal role in optimizing client satisfaction, retention, and revenue generation.

Position Overview: The Customer Services Manager is responsible for leading and evolving the customer support function within a tech-enabled insurance environment. This role ensures that every customer interaction is efficient, empathetic, and aligned with the company’s digital-first service philosophy. The incumbent will manage a high-performing support team, optimise service delivery through automation and analytics, and drive continuous improvement in customer satisfaction, retention, and loyalty.

Key Responsibilities:

• Develop and implement customer service strategies that align with business goals and digital service models
• Oversee omnichannel support operations (e.g., chat, email, phone, app) to ensure consistent, high-quality service.
• Monitor service levels, response times, and resolution rates to meet or exceed SLAs
• Lead, coach, and inspire a team of customer service agents and team leads.
• Set performance targets and conduct regular reviews to drive accountability and growth.
• Foster a culture of empathy, agility, and customer obsession.

Technology & Process Optimisation:

• Leverage CRM platforms, chatbots, and AI tools to streamline workflows and reduce manual effort
• Collaborate with Product and Tech teams to enhance self-service capabilities and digital touchpoints.
• Identify and implement process improvements to boost efficiency and reduce friction

Customer Insights & Feedback:

• Analyse customer feedback, complaints, and support trends to identify pain points and opportunities
• Share actionable insights with cross-functional teams to inform product development and service enhancements.
• Champion the voice of the customer across the organisation.

Compliance and Quality Assurance:

• Ensure customer service practices comply with regulatory standards (e.g., FSCA, POPIA) and internal policies.
• Implement quality assurance frameworks and conduct regular audits.
• Manage escalations and sensitive cases with professionalism and discretion.

Qualifications & Experience:

• Bachelor’s degree in Business, Communications, or related field
• Minimum 3-5 years of experience in customer service, with at least 2 years in a leadership role.
• Experience in insurance, fintech, or digital platforms preferred
• Proven track record of driving customer satisfaction and operational excellence
• Fit & Proper Regulatory Compliance, e.g, FAIS and RE

Skills, Knowledge & Characteristics Required:

Skills:

• Proficiency in customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
• Familiarity with Insurtech tools, digital claims journeys, and policy management systems.
• Strong understanding of service metrics, reporting dashboards, and customer analytics.
• Knowledge of regulatory compliance in financial services and data protection.
• Ability to manage teams and drive performance.

Knowledge:

• Internal client relationship management
• Customer relationship management
• Insurance industry knowledge
• Operational excellence in customer service processes
• Compliance & regulatory standards

Characteristics:

Customer Obsession: Deep commitment to delivering exceptional customer experiences. Anticipates needs, resolves issues empathetically, and champions the voice of the customer across the business.

Digital Fluency:
Comfortable navigating CRM platforms, chatbots, AI tools, and omnichannel support systems. Understands how technology enhances service delivery and customer engagement.

Leadership & Team Empowerment: Inspires and develops high-performing support teams. Leads with empathy, clarity, and accountability, fostering a culture of continuous improvement and ownership.

Strategic Thinking: Aligns customer service operations with broader business goals. Uses insights to influence product development, retention strategies, and service innovation.

Analytical Mindset: Uses data to monitor performance, identify trends, and drive decisions. Comfortable interpreting service metrics, customer feedback, and operational KPIs.

Problem-Solving Ability: Handles escalations and complex service challenges with composure and creativity. Finds solutions that balance customer satisfaction with business efficiency.

Communication Excellence: Articulates ideas clearly across teams and channels. Skilled in managing sensitive conversations, coaching staff, and presenting insights to leadership.

Adaptability & Resilience: Thrives in a fast-paced, evolving environment. Responds positively to change, pressure, and emerging customer expectations.

Compliance Awareness: Understands and enforces regulatory standards (e.g., FSCA, POPIA) in all customer…