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Support Manager

Durbanville
Salary: Market Related
Job Type: Permanent
Sectors: Business Management IT
Reference: CPT001089/MM

Apply before Jun 06 2026 | 30 Days left

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Vacancy Details

Employer: West Coast Personnel

The client is seeking a hands-on Support Manager to lead a software support team, ensuring efficient customer service, managing escalations, and coordinating with internal teams. The role operates in a high-pressure environment supporting critical export, logistics, and financial systems across multiple regions in South Africa.

Key Responsibilities:

Team Leadership

Lead, mentor, and manage the support team.
Drive accountability, professionalism, and customer service excellence.
Conduct performance reviews, coaching, and team scheduling, including after-hours support coverage.

Customer Support Operations

Oversee daily Helpdesk operations and ensure calls are resolved within service levels.
Monitor escalations, ageing calls, and communication quality.
Coordinate with Development and QA teams on defects, incidents, and releases.
Manage high-priority customer issues and escalations.

Operational Management

Improve support processes, escalation procedures, and operational standards.
Analyse support trends and implement continuous improvement initiatives.
Maintain accurate support documentation and operational procedures.
Collaborate with Operations Management to enhance service delivery and visibility.

Customer & Product Engagement

Build strong customer relationships and represent customer needs internally.
Identify recurring operational risks and customer pain points.
Work with Product, Development, and QA teams to improve system stability and customer experience.
Support deployments, operational readiness, and customer communications.

Required Experience & Skills:

5+ years experience in customer support or software operations.
Minimum 3 years' experience managing support or operational teams.
Experience working within a software company environment.
Strong understanding of operational software support and customer escalation management.
Excellent communication, leadership, and interpersonal skills.
Ability to manage multiple priorities in a fast-paced operational environment.
Strong problem-solving and decision-making capabilities.
Comfortable working with technical teams, software releases, and operational troubleshooting.

Preferred Experience:

Industry experience in fresh produce, exports, logistics, warehousing, or packhouse operations.
Supported ERP, logistics, operational, or workflow-based software systems.
Strong technical background with exposure to software development environments.
Managed remote or distributed support teams effectively.
Knowledge of software deployments, integrations, APIs, and operational data flows.

Key Competencies:

Operational leader with strong execution and process improvement skills.
Expert in customer relationship, escalation, and crisis management.
Effective team coach and communicator in high-pressure environments.

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