Customer Support Manager

Veriforce is the fastest-growing SaaS-technology and services company in the global supply chain risk management market. We help industry-leading companies create and maintain operating cultures and work environments that optimize safety, promote sustainability, and foster collaboration across a broad spectrum of internal and external stakeholders. What separates Veriforce from the rest is our people. We hire highly-intelligent, growth-minded individuals that team well and continuously look for new, better ways of solving business challenges.

Position Overview

The Customer Support Manager leads a high-performing support organization by overseeing multiple Team Leads and their respective teams. This role is responsible for driving team performance, ensuring customer satisfaction, optimizing support processes, and aligning operations with departmental goals. The ideal candidate is a strategic leader with proven experience in people management, customer experience, and continuous improvement.

Key Responsibilities

Leadership & Team Development:

• Directly manage 2-3 Support Team Leads and oversee their teams.
• Provide coaching, mentorship, and performance feedback to ensure individual and team success.
• Foster a high-performance, customer-obsessed culture aligned with company values.

Operational Management:

• Monitor and manage KPIs, SLAs, and quality standards across all support functions.
• Partner with Team Leads to analyze performance data, identify trends, and implement improvement strategies.
• Ensure consistency and excellence in customer interactions across inbound and outbound channels.

Customer Experience:

• Drive initiatives that enhance the customer journey and increase satisfaction.
• Support escalated customer issues, collaborating cross-functionally for resolution when needed.
• Use customer feedback and analytics to guide improvements in service delivery.

Process Improvement:

• Identify and eliminate process inefficiencies through data-driven decision-making.
• Collaborate with cross-functional teams (Product, Compliance, Training) to align support operations with broader company goals.
• Lead or contribute to projects that improve scalability, automation, or knowledge management.

Reporting & Communication:

• Regularly report on team performance, challenges, and initiatives to the Director.
• Ensure clear communication between frontline teams and leadership.
• Maintain documentation and reports related to team metrics, initiatives, and key updates.

Compliance & Security:

• Enforce adherence to company policies, data handling standards, and Information Security Management System (ISMS) protocols.
• Promote a culture of compliance and security awareness across all teams.

Perform additional duties as assigned.

Qualifications

Education & Experience:

• Bachelors degree preferred; equivalent work experience accepted.
• 3+ years in customer support, with 2+ years in a leadership or management role.
• Experience managing Team Leads and support teams in an omnichannel environment.
• Proficient with CRM and help desk systems; strong knowledge of Microsoft Office Suite.

Skills & Competencies:

• Leadership: Strong coaching and team development abilities; fosters accountability and collaboration.
• Customer Focus: Deep commitment to improving customer satisfaction and experience.
• Operational Excellence: Skilled in setting goals, tracking KPIs, and implementing process improvements.
• Analytical Thinking: Uses data to inform decisions and guide team strategy.
• Communication: Excellent verbal, written, and interpersonal skills.
• Adaptability: Thrives in fast-paced environments and leads teams through change.
• Problem Solving: Handles escalations effectively and encourages solution-oriented thinking.
• Professionalism: High degree of integrity, objectivity, and organizational awareness.

Work Schedule: Full-time, Monday to Friday, with flexible hours between 7:00 AM and 7:00 PM. Occasional extended hours may be required to meet business needs.

Information :

• Company : Veriforce LLC
• Position : Customer Support Manager
• Location : Pretoria, Gauteng
• Country : ZA