Job Description

Overview of Role

Home Assist is seeking an experienced

Customer Success Manager

to lead and elevate the Customer Success Team. This team interfaces directly with insurers, brokers, plumbers, and homeowners across various communication channels. We're looking for a leader who understands the technicalities of construction, claims, and customer service -- and can bring operational clarity, structure, and high performance.

What we do:

We service short term insurance companies by connecting policyholders / claimants with reliable vetted technicians. We are extremely purpose driven and committed to developing the best customer experience. Learn more at www.homeassist.co.za

Key Responsibilities:

Develop and implement standardised procedures for handling customer interactions across various channels (calls, WhatsApp, portal notifications, emails). Lead, mentor, and manage the Customer Success Team to achieve performance metrics and service excellence. Collaborate with cross-functional teams to streamline claim management processes. Analyse customer feedback and data to identify areas for improvement and implement solutions. Stay updated with industry best practices and integrate them into the team's operations.

Qualifications:

Bachelor's degree in Business Administration, Communications, or a related field. 3-5 years of experience in customer success or service management roles. Proven track record of leading teams and improving customer satisfaction. Strong analytical, communication, and interpersonal skills. Familiarity with CRM systems and customer service software. Solid understanding of service metrics and KPI-driven performance management.

Background Information :

Home Assist aims to be a 24 hour 7 day a week contact centre . You will have a number 2 to help you lead the team. Managers have the added benefit of Remote work for deepening thinking and analysis of key metrics

You'll likely thrive in this role if you have:

You have management experience running a customer success team If you understand the Key Metrics around managing a support team Sound writing and communication skills A positive and friendly disposition, with a 'can do' attitude The desire to be collaborative - drive cooperation and teamwork in achieving solutions Computer literate Sound judgment, professionalism, and patience when communicating with customers

Advantageous:

If you are interested in technology and automation If you have worked in the Plumbing, building industry or short term insurance industry English & Afrikaans speaking
Job Type: Full-time

Pay: From R18000,00 per month

Work Location: In person

Application Deadline: 2025/06/25