Key Responsibilities: Team & People Management Lead, mentor, and motivate the support team Manage team performance, scheduling, and after-hours support coverage Drive accountability, professionalism, and excellent customer service Coach team members and support ongoing development Customer Support Operations Oversee daily Helpdesk and customer support activities Ensure support tickets and customer queries are resolved within agreed service levels Handle escalations and manage high-priority customer issues Improve communication standards and customer satisfaction Operational Support & Service Delivery Improve support processes and operational workflows Monitor support trends and identify areas for improvement Maintain support procedures and documentation Work closely with internal teams to ensure smooth service delivery Customer Relationship Management Build strong customer relationships Act as the key point of [contact details removed] support concerns Identify recurring customer challenges and help drive solutions Ensure customers receive a professional and responsive support experience Requirements: Minimum 5 years’ experience in customer support, service delivery, or support operations Minimum 3 years’ experience managing a support or customer service team Experience working in a software, SaaS, logistics, or operational support environment Strong leadership and people management skills Excellent communication and customer engagement abilities Ability to work in a fast-paced, high-pressure environment Strong problem-solving and organisational skills Experience within exports, logistics, warehousing, fresh produce, or supply chain environments Exposure to ERP or operational software systems Experience managing customer escalations and service delivery processes Experience managing remote or distributed teams Is passionate about customer service and support excellence Can manage escalations professionally and calmly Is highly organised and operationally driven Can coordinate effectively between customers and internal teams

My client develops and supports operational software used daily in high‑pressure environments such as logistics, warehousing, manufacturing, and export‑driven operations. Their platforms are mission‑critical, when systems go down, operations stop. The Support Manager will lead a national support function made up of in‑office staff and distributed area support agents. This is a hands‑on leadership role, responsible for ensuring customers receive timely, professional, and effective support across the full software suite. Key responsibilities include: Leading, mentoring, and developing a high‑performing support team Owning helpdesk operations, workflows, queues, escalations, and service levels Managing after‑hours support coordination and operational readiness Handling high‑priority incidents and customer escalations personally when required Working closely with Development, QA, Product, and Operations teams on defects, releases, and production issues Analyzing support trends, recurring issues, and operational bottlenecks Improving support processes, documentation, and escalation procedures Acting as the voice of the customer internally to improve product stability and customer experience This is not a call‑center role. Its an operational leadership position for someone who understands how software behaves in the real world. Skills & Experience: 5 years experience in customer support or software operations Minimum 3 years experience managing support or operational teams Experience working within a software company environment Strong understanding of operational software, support workflows, and escalation management Comfortable working with developers, QA teams, and software release cycles Strong leadership, communication, and decision‑making skills Ability to manage multiple priorities in a fast‑paced, high‑pressure environment Qualification: Relevant experience is prioritised. A technical or operational background within a software environment is advantageous.

Job Description: Ever Been the One Who Saves the Day at 4:57pm? My client is looking for a Support Superhero for software that actually matters – the kind that runs real operations, not just dashboards Youll lead a distributed support team, handle escalations that cant wait, and work closely with developers, QA, Operations, and Product teams to keep production systems steady. Youll manage helpdesk flow, after‑hours readiness, customer communication, and high‑pressure incidents, then turn recurring chaos into cleaner processes and better outcomes. Skills & Experience: Youve led teams before, setting expectations, coaching under pressure, and keeping performance high when things get noise Youve spent several solid years deep in the world of software support or IT operations Youve helped keep standards consistent across teams spread across locations , not just everyone sitting in the same office You stay composed when customers are stressed, systems are misbehaving, and everyone wants answers now Qualification: Post Matric Qualification advantageous Connect with us on