Job Description
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
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Manage daily global support operations and monitor SLA, FCR, CSAT, and audit metrics
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Recruit, coach, and lead a multicultural team of customer support specialists
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Oversee escalated issues and act as the senior escalation point for high-value customers
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Maintain and improve internal documentation, SOPs, and operational playbooks
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Ensure global shift coverage, especially across Arabic and English-speaking regions
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Work cross-functionally with product, engineering, and sales teams to relay customer insights
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Drive automation, self-service tools, and innovation within the support function
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Analyse feedback and support metrics to inform strategy and improve outcomes
What Youll Bring
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Bachelors or Masters in Computer Science, Engineering, or related field
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7+ years of experience in customer support, with 2+ years in a management role
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Deep understanding of SaaS support operations, performance tracking, and QA
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Experience with support ticketing platforms (Freshdesk, Zendesk, HubSpot)
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Strong communication skills in English and Arabic (both written and verbal)
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Proven ability to manage escalations, handle high-value clients, and lead teams globally
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Technical proficiency in API/SDK troubleshooting and documentation management
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Data-driven mindset with experience interpreting support analytics
Nice to Have
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Experience supporting clients in regulated industries (e.g., fintech, crypto, mobility)
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Familiarity with product support documentation, integration guides, and DevOps collaboration
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Previous exposure to global SaaS scaling environments
Whats On Offer
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Fully remote, flexible work environment
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High-impact leadership role with cross-functional collaboration
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Competitive salary and global team engagement
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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.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in South Africa
In South Africa, the IT and computer industry is a significant contributor to the country’s economy, with a diverse range of job opportunities available across various sectors. Typically, these roles involve working with technology to drive business growth, improve efficiency, and enhance customer experience. Generally, careers in this field require a strong understanding of technical concepts and a willingness to adapt to changing technologies.
When it comes to salary expectations, it’s common for IT and computer professionals in South Africa to earn broad ranges that can vary significantly depending on factors such as experience, company size, and industry sector. Typically, entry-level positions may offer salaries between R400 000 and R600 000 per annum, while more senior roles can command higher figures, often ranging from R800 000 to R2 million or more, depending on the specific requirements of the job.
Common skills for IT and computer professionals in South Africa typically include proficiency in programming languages such as Java, Python, or C++, as well as experience with operating systems like Windows, Linux, or macOS. Data analysis and visualisation tools like Tableau, Power BI, or D3.js are also often required, particularly in roles involving data science or business intelligence. Additionally, IT professionals should be familiar with cloud computing platforms like AWS, Azure, or Google Cloud, as well as cybersecurity principles to protect against threats. Other essential skills may include project management, collaboration tools like Slack or Trello, and a solid understanding of database management systems.
Industries that commonly employ IT and computer professionals in South Africa include the financial services sector, technology industry, manufacturing sector, and public sector organisations. These sectors often require specialists to design, implement, and maintain complex technological systems, ensuring they operate efficiently and securely.
Career development opportunities for IT and computer professionals in South Africa are diverse and varied. Typically, entry-level roles provide a solid foundation for progression into mid-tier positions, where professionals can take on more senior responsibilities and develop their technical expertise. With experience, it’s common to move into leadership roles or transition into related fields like data science, artificial intelligence, or cybersecurity. Many companies also offer opportunities for training, certification, and continuing education to support the ongoing development of their employees’ skills and knowledge.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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