Job Description
About the Role
Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands Pay Just Now and FinChoice empower millions of South Africans through innovative Payments, Lending, and Insurance solutions. As a data-first organisation built on collaboration, innovation, and purpose, we aim to make digital finance simpler, more inclusive, and more human. The Head of Customer Support plays a critical role in ensuring a seamless, scalable, and high-quality experience for all customers across voice, digital, chat, and self-service channels.
Key Responsibilities
- Set the customer support strategy and convert it into clear goals and KPIs.
- Build a high-performing, customer-centric support organisation.
- Align support operations with cross-functional teams such as Product, Tech, and Operations.
- Lead day-to-day operations across Customer Service, Support, and Digital Service Analytics.
- Improve service quality, turnaround times, and resolution performance.
- Manage escalated customer cases to ensure quick and fair resolution.
- Own Freshworks (or equivalent) platform optimisation across channels and workflows.
- Drive automation, AI-enabled support, and digital journey enhancements.
- Oversee knowledge base management and ensure content accuracy and accessibility.
- Lead the response to digital service incidents and ensure timely communication.
- Conduct root cause analysis and implement preventative actions.
- Maintain documentation, incident logs, and post-incident review practices.
- Analyse customer behaviour, performance data, and feedback to identify trends.
- Report CX performance insights to senior leadership/Exco.
- Oversee QA frameworks that ensure consistent service quality.
Requirements
- 5+ years of experience in FinTech, financial services, or digital-first support environments.
- Proven success running multichannel operations at scale.
- Experience in leading customer-centric teams and driving data-driven decision-making.
- Strong understanding of multichannel operations expertise (voice, chat, digital, self-service).
Qualifications
- Bachelor’s Degree (NQF 7) in Business, Customer Experience, Operations, or related field.
Salary & Benefits
Competitive compensation and benefits within a purpose-led, growth-focused organisation.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Western Cape
The IT and computing industry is a thriving sector in Western Cape, with many opportunities available to those interested in pursuing a career in this field. Generally, the job market in this area tends to be competitive, with a high demand for skilled professionals who can meet the technological needs of various industries. Typically, these roles involve working on software development, system administration, and data analysis.
When it comes to salary expectations, it’s difficult to pinpoint exact figures due to varying factors such as experience, company size, and industry sector. However, broad ranges are possible. For example, entry-level positions in IT typically range from R300 000 to R500 000 per annum, while more senior roles can command salaries between R600 000 and R1 million or more, depending on the individual’s qualifications and experience. Experienced professionals can also expect to earn higher salaries, often above R1 million, especially if they are in high-demand positions.
Common skills required for IT roles include proficiency in programming languages such as Java, Python, and C++, as well as experience with software development methodologies like Agile and Scrum. Strong understanding of database management systems, cloud computing platforms, and data analysis tools is also highly valued. Additionally, excellent problem-solving skills, strong communication abilities, and a commitment to ongoing learning and professional development are essential for success in this field.
The IT industry is commonly found in various sectors, including the technology industry, financial services sector, manufacturing sector, and government institutions. These industries often require IT professionals to design, develop, and implement software solutions that meet their specific needs. In addition to traditional roles like software development, there are also opportunities for IT professionals to work in consulting, testing, and support.
For those interested in advancing their careers, opportunities exist for professional growth and development. Many companies offer training programs, mentorship schemes, and networking events to help employees develop new skills and stay up-to-date with industry trends. With experience, individuals can move into leadership positions or start their own IT consulting businesses. Furthermore, certifications like CompTIA A+, Cisco CCNA, and Microsoft MCSA demonstrate a commitment to professional development and can enhance job prospects.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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