South Africa: Technical Support Manager posted by WatersEdge Solutions
Posted on 2025-09-18 00:00:00
| Employer | WatersEdge Solutions |
|---|---|
| Category | Other IT/Computer |
| Location | South Africa / South Africa |
Job Summary
Location: Fully Remote
Employment Type: Full-Time
Industry: B2B SaaS | RegTech | Customer Support
WatersEdge Solutions is partnering with a fast-growing RegTech SaaS company to recruit an experienced Technical Support Manager to lead global customer support operations. This is a senior-level, hands-on opportunity to drive service excellence, team performance, and customer satisfaction across a multicultural, fully remote support team.
About the Role
Reporting to the CTO, youll manage end-to-end support operations, lead a global team, and ensure delivery of best-in-class service to enterprise clients. You’ll oversee escalations, performance metrics, and the continuous optimisation of support processes. This role blends strategic leadership with technical acumen, offering the opportunity to shape a scalable, high-performing support environment.
Key Responsibilities
-
Manage daily global support operations and monitor SLA, FCR, CSAT, and audit metrics
-
Recruit, coach, and lead a multicultural team of customer support specialists
-
Oversee escalated issues and act as the senior escalation point for high-value customers
-
Maintain and improve internal documentation, SOPs, and operational playbooks
-
Ensure global shift coverage, especially across Arabic and English-speaking regions
-
Work cross-functionally with product, engineering, and sales teams to relay customer insights
-
Drive automation, self-service tools, and innovation within the support function
-
Analyse feedback and support metrics to inform strategy and improve outcomes
What Youll Bring
-
Bachelors or Masters in Computer Science, Engineering, or related field
-
7+ years of experience in customer support, with 2+ years in a management role
-
Deep understanding of SaaS support operations, performance tracking, and QA
-
Experience with support ticketing platforms (Freshdesk, Zendesk, HubSpot)
-
Strong communication skills in English and Arabic (both written and verbal)
-
Proven ability to manage escalations, handle high-value clients, and lead teams globally
-
Technical proficiency in API/SDK troubleshooting and documentation management
-
Data-driven mindset with experience interpreting support analytics
Nice to Have
-
Experience supporting clients in regulated industries (e.g., fintech, crypto, mobility)
-
Familiarity with product support documentation, integration guides, and DevOps collaboration
-
Previous exposure to global SaaS scaling environments
Whats On Offer
-
Fully remote, flexible work environment
-
High-impact leadership role with cross-functional collaboration
-
Competitive salary and global team engagement
-
Opportunity to shape a best-in-class support function in a fast-growth SaaS company
Company Culture
WatersEdge Solutions works with clients pushing boundaries in tech and compliance. Youll join a mission-driven team dedicated to innovation, global collaboration, and customer success. If you thrive in fast-paced environments where your leadership makes a measurable impact, this is your platform to grow.
If you have not been contacted within 10 working days, please consider your application unsuccessful.
Click Go Apply to apply online!
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