Job Description

Customer Success Manager

Hybrid role based in Durbanville, Cape Town

R50,000 per month

The Company

Join a fast-growing software company where customers really matter. They build products people rely on, and they need someone to make sure those people feel supported, heard, and looked after.

The Role

We're looking for a strong people leader to take the reins of the support function. You'll lead a team of 18 support agents (some remote), manage day-to-day operations, and make sure the clients get fast, helpful responses to their questions.

You'll bring structure, build a culture of accountability and care, and make the experience better for both the team and the customer. It's not just about fixing tickets. It's about creating a smooth, proactive support experience that keeps clients happy and loyal.

What You'll Do

Lead the Team

Manage, mentor, and grow a high-performing support team Coach individuals, hold performance check-ins, and support professional growth Build a culture where people take ownership, stay curious, and genuinely care about the customer

Run the Support Operation

Oversee support queues, escalations, and SLAs Track performance, improve processes, and help the team move faster without dropping the ball Use the right tools to manage and optimise the support function

Improve the Customer Journey

Analyse support trends and spot recurring issues Work with developers to fix bugs and improve the product Lead initiatives that improve customer experience and retention

Be the Customer's Voice Internally

Represent the customer in internal discussions Advocate for smarter solutions and improvements based on feedback Help shape a support strategy that's customer-first and future-ready

What You Need

5+ years in customer support 3+ years in a leadership or team lead role Experience in the software or tech industry A way with people: strong communicator, calm under pressure, and good at solving problems Comfortable in high-pressure situations and with demanding clients

Bonus Points

Degree in IT, Business, or similar Experience working alongside dev teams Familiarity with support automation or building knowledge bases Certified in Customer Experience (CCXP)

Sound like you?

You care about the customer. You lead with empathy, but you drive results. You're not afraid of a messy queue and know how to steady the ship. This is a chance to own the support function and have a direct impact on customer happiness and retention.

Job Types: Full-time, Permanent

Pay: R35000,00 - R50000,00 per month

Ability to commute/relocate:

Durbanville, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Experience:

Customer Support: 5 years (Required) Leadership or Team Lead: 3 years (Required) Software or Tech industry: 5 years (Required)
Work Location: In person