Support Manager

Bellville
Salary: Market Related
Job Type: Permanent
Sectors: IT
Reference: CPT001106/MM

Apply before Jun 14 2026 | 30 Days left

Apply

External Application

Vacancy Details

Employer: West Coast Personnel

A fast-paced software company is looking for an experienced Support Manager to lead and coordinate its customer support operations team. This is a leadership-focused role suited to someone who thrives in a customer-centric operational environment — managing people, improving service delivery, handling escalations, and ensuring customers receive professional and efficient support.We are specifically looking for someone with strong support operations and team management experience, rather than a pure software development or engineering background.

Key Responsibilities:
Team & People Management

Lead, mentor, and motivate the support team
Manage team performance, scheduling, and after-hours support coverage
Drive accountability, professionalism, and excellent customer service
Coach team members and support ongoing development

Customer Support Operations

Oversee daily Helpdesk and customer support activities
Ensure support tickets and customer queries are resolved within agreed service levels
Handle escalations and manage high-priority customer issues
Improve communication standards and customer satisfaction

Operational Support & Service Delivery

Improve support processes and operational workflows
Monitor support trends and identify areas for improvement
Maintain support procedures and documentation
Work closely with internal teams to ensure smooth service delivery

Customer Relationship Management

Build strong customer relationships
Act as the key point of contact for operational support concerns
Identify recurring customer challenges and help drive solutions
Ensure customers receive a professional and responsive support experience

Requirements:

Minimum 5 years’ experience in customer support, service delivery, or support operations
Minimum 3 years’ experience managing a support or customer service team
Experience working in a software, SaaS, logistics, or operational support environment
Strong leadership and people management skills
Excellent communication and customer engagement abilities
Ability to work in a fast-paced, high-pressure environment
Strong problem-solving and organisational skills
Experience within exports, logistics, warehousing, fresh produce, or supply chain environments
Exposure to ERP or operational software systems
Experience managing customer escalations and service delivery processes
Experience managing remote or distributed teams
Is passionate about customer service and support excellence
Can manage escalations professionally and calmly
Is highly organised and operationally driven
Can coordinate effectively between customers and internal teams

Apply

59 people have viewed this job.

About West Coast Personnel

Staff recruitment specialists at all levels: Permanent Placements, Temps, Contract Personnel and CV Services.

What services do we offer? Successful recruitment and selection processes Personality profiling Professional CV preparation for Jobseekers Verification of qualifications, employment history and all relevant details. Reference checks according to competencies. Suitability for position. West Coast Personnel Permanent Placements Having an impressive database of approved candidates, we search the marketplace to find you the best candidate. Our personalized service means that we actually sit down to find out what precisely you need, and through proven processes, ensure that the right person is chosen for the job. Filling your gaps! West Coast Personnel Temps Our Temps are the perfect staffing solution. Clients hire professional skills per hour and have access to flexible, no-fuss employees at competitive rates; we take care of the complete payroll administration and offer negotiable Temp to Perm Placement fees.