CUSTOMER SUPPORT MANAGER | VIRTUAL TEAM
Lead. Develop. Deliver.
We are looking for an experienced Customer Support Manager to lead a dedicated, fully virtual Tier 1 and Tier 2 Customer Support team supporting our customers.
This is a hands-on leadership role for someone who thrives in a high-volume, KPI and SLA-driven environment and is passionate about delivering excellent customer experiences while building high-performing teams.
What You’ll Be Responsible For
- Lead the day-to-day operations of the Tier 1 and Tier 2 Customer Support teams.
- Ensure customers receive responsive, consistent and high-quality support within agreed SLAs.
- Monitor ticket volumes, queues, backlogs, ageing, response and resolution times.
- Manage team performance against KPIs, SLAs and quality standards.
- Oversee escalations between Tier 1, Tier 2 and technical/business teams.
- Manage workforce capacity, scheduling and resource allocation to meet customer demand.
- Coach, develop and performance-manage team members.
- Identify recurring issues and drive continuous improvement across support processes.
- Analyse operational data and provide clear performance reporting to stakeholders.
- Support the growth and scaling of the support operation as volumes and operating hours evolve.
What We’re Looking For
- Proven experience managing a Customer Support or Technical Support team, ideally across Tier 1 and Tier 2.
- Strong experience in a KPI and SLA-driven environment.
- Excellent understanding of ticket management, queues, backlogs, escalations and service performance.
- Strong workforce planning and capacity-management skills.
- Ability to analyse support data and turn insights into practical improvements.
- Experience coaching and developing high-performing teams.
- Strong stakeholder and client management skills.
- Excellent written and verbal English communication.
- Strong problem-solving, decision-making and organisational skills.
- Comfortable managing and leading a fully virtual/remote team.
- Experience in technology, hardware/software support, education or EdTech would be advantageous.
The Ideal Candidate
You are a confident people leader who can balance customer experience, operational performance and team development. You are data-driven, solutions-focused and comfortable taking ownership in a fast-paced environment.
If you enjoy building strong virtual teams, improving processes and delivering measurable customer support outcomes, we'd love to hear from you.
Experience managing Tier 1 and Tier 2 support teams in KPI and SLA-driven environments, with workforce planning, data analysis, coaching, stakeholder management, and strong English communication skills.
Key Responsibilities
- leading support teams
- monitoring performance
- coaching employees
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Durban, KwaZulu-Natal, South Africa
- Languages: English
About The Faculty
An education-focused organization that supports customers through technology and service operations. — Industry: Education