Customer Support Manager

3 weeks ago

Johannesburg, South Africa Gilbarco Veeder-Root Full time

An exciting opportunity has arisen for a Customer Support Manager, this is a senior leadership role responsible for the strategic direction, operational performance, and continuous improvement of customer support services across South Africa. This includes managing Helpdesk and Call Centre operations, driving customer satisfaction, and achieving financial and business growth targets. The role requires a seasoned leader with strong technical acumen, capable of understanding complex product ecosystems and engaging confidently with senior stakeholders—both internally and externally. The successful candidate will lead three teams and will be accountable for aligning support operations with business goals, service level agreements (SLAs), and revenue targets. The role reports into the Director for Centre of Excellence and travel within South Africa and occasionally MEA is required. Key Responsibilities Strategic Leadership & Team Management Lead, mentor, and develop a multi-tiered support organization, fostering a high-performance culture. Provide strategic direction and coaching to his team. Drive talent development, succession planning, and career growth initiatives. Operational Excellence Oversee daily operations of Helpdesk and Call Centre teams, ensuring alignment with SLAs, KPIs, and company policies. Implement and monitor operational frameworks to ensure consistency, scalability, and compliance. Drive process standardization and automation to improve service delivery and reduce operational costs. Performance & Reporting Monitor team performance against contractual and internal metrics. Provide regular insights and executive-level reporting to senior leadership. Use data-driven analysis to identify trends, risks, and opportunities for improvement. Customer Experience & Stakeholder Engagement Develop and execute strategies to enhance customer satisfaction and loyalty. Act as a senior point of contact for escalated customer issues, ensuring timely and effective resolution. Build and maintain strong relationships with senior stakeholders within customer organizations. Process Improvement & Innovation Lead continuous improvement initiatives across support functions. Identify and implement best practices, tools, and technologies to enhance efficiency and service quality. Cross-Functional Collaboration Partner with other departments to ensure a unified approach to customer support. Contribute to cross-departmental projects and strategic initiatives. Financial Accountability & Revenue Management Develop and manage support budgets, ensuring cost control and resource optimization. Provide accurate revenue forecasts and implement strategies to achieve financial targets. Align support operations with broader business objectives and profitability goals. Business Development & Contract Management Identify opportunities to expand service offerings and support revenue growth. Lead contract negotiations with customers and partners, ensuring favorable terms and alignment with business goals. Collaborate with commercial teams to support upselling, renewals, and strategic

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