Customer Service Manager

7 days ago

Cape Town, Western Cape, South Africa Learning Lab Apps Full time

Your Experience: Extensive experience in customer service
Location: Monte Vista, Cape Town
Salary: R25k to R30k CTC
Position: Full-time

(a.k.a The hero who will get customer service running like a dream)Are you the kind of person who thrives on solving problems before anyone even notices they exist?

Do you wake up in the morning and think, "I can't wait to make a customer's day better"? Do you believe customer service should be proactive, not reactive? Are you ready to take full ownership of a department and finally bring order to the chaos (without needing anyone to hold your hand)? If yes, then keep reading

At WorksheetCloud, we help students across South Africa learn smarter, not harder. Our online learning platform makes studying fun, easy, and effective. We've got a passionate team, a bold mission, and a wicked sense of humour. We even have thousands of happy users who can't keep quiet about how much of a difference WorksheetCloud has made in the lives of their children.

The only thing we don't have? A rockstar Customer Service Manager to whip our support department into shape

Your Mission (Should You Choose To Accept It)

We need someone sharp, experienced, and ready to take FULL ownership of our customer service department. No babysitting. No micromanaging. Just you, leading the charge, fixing what's broken, and making customers happier than ever.

What You'll Be Doing
  1. Running our entire customer service function like a boss – end-to-end.
  2. Improving systems and workflows so customers don't just get help, they get WOWed.
  3. Managing support emails, live chat, and phone queries.
  4. Implementing automations and processes to reduce customer frustration and increase efficiency.
  5. Creating helpful, human, and friendly customer support documentation.
  6. Building a culture where customer happiness is a priority, not an afterthought.
  7. Tracking key support metrics and constantly finding ways to make things better.
What We're Looking For
  1. Someone with serious customer service experience. (If you've done this before and excelled, we want you)
  2. A natural problem-solver who thrives in a fast-moving, growing company.
  3. A self-starter who doesn't wait for instructions – you fix things, improve things, and make magic happen.
  4. A tech-savvy communicator who knows their way around support tools like HelpScout, Zendesk, or similar.
  5. Someone with ridiculously good verbal AND written communication skills in English (Afrikaans is a bonus) – you're clear, concise and have the gift of the written word.
  6. Someone who genuinely loves making customers happy.
  7. Bonus points if you've worked in an edtech or SaaS environment before.
Who is WorksheetCloud.com?

WorksheetCloud (Learning Lab Apps Pty Ltd.) is an edtech company (10+ years and counting) headquartered in Cape Town, South Africa. Our mission is to bring happiness to families. It's the reason we wake up every day. We add a bit of happiness to the lives of parents and children by making schoolwork a little less daunting and a lot more fun.

We add happiness to the lives of our employees too.

To quote our CEO: "I love our customers, but my main purpose is not to serve our customers. My main purpose as CEO is to serve you, the employees, to help you achieve your goals and to have fun while doing it. I exist at WorksheetCloud to help each member in our team do the best work of their entire career." ~ Adrian Marnewick, CEO of WorksheetCloud

Our company story begins in 2014, but our history in education and technology goes all the way back to the early 90's. Our company is bootstrapped, profitable and growing. We haven't taken on any outside funding because we're in it for the long haul. This means we don't exist to serve shareholders, but rather to serve our customers AND our employees.

CTC: R25,000 – R30,000 per month (based on experience).

Company pension with life and disability cover from day 1, giving you full peace of mind.

7-hour work days (we don't do overtime).

A fun, no-politics work environment where we take our mission seriously – but not ourselves.

Growth opportunities in a fast-growing South African edtech company.

The chance to build and shape a customer service department YOUR way.

Special Requirements To Note
  1. We're not joking when we say your verbal and written skills need to be top-notch. You need to be able to craft a well-worded response to a customer that leaves them feeling GREAT because you've listened to their concerns by answering all their questions the first time round.
  2. You need to be a team player, and very capable of running your own department without having to have your hand held all the time.
  3. You need to submit your job application without the use or help of AI (e.g. ChatGPT). If you believe you need the help of AI to make you look smart, then this job is not for you. Only humans need apply.
  4. You must have a minimum Matric certificate (Grade 12) or equivalent.
  5. You'll need to have had your COVID vaccination/s.

Level: Senior-level Position

Remuneration: R25,000 to R30,000 CTC. This will be discussed at your interview.

Employment type: Full-time

Department: Customer Service

Reports to: CEO

Learning Lab Apps supports workplace diversity and does not discriminate on the basis of race, colour, religion, gender, national origin, age, sexual orientation, marital status, physical or mental disability, or any other protected class. However, if you spell "colour" or "optimise" like an American, we reserve the right to laugh at you at best, or fire you at worst if you continue doing it.

#J-18808-Ljbffr

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