Support Manager

3 months ago

Cape Town, South Africa Root Platform Full time

Root is a fast-growing tech startup and we’re on a mission to build the future of insurance.

Your mission is to ensure that our clients receive outstanding support and that, at a minimum, we are delivering against Root’s agreed service levels.

To achieve your mission you will oversee the client support team’s day-to-day functions, drive 1st line client experience and manage your team’s output.

In this role, you are the primary routing point for all inbound queries and requests, resolving them yourself or within the support team, alternatively relaying them to the relevant teams in the company and tracking their accurate and speedy resolution. You will work closely with the Client Success Managers, Professional Services, Product and Engineering teams to ensure the highest level of client satisfaction.

Your contribution extends to ensuring that we’re building strong relationships with our clients, that they win on Root and stay evangelists.

**️ What you'll do**:
**User Experience**
- Client tickets are supported and delivered against key Support indicators: CSAT, Response, Restore SLA’s
- Manage incidents: be the client facing contact person and communications port to clients in the event of incidents.
- Drive the follow-up and feedback life-cycle on open client issues that have been escalated to other Root departments
- Build effective client relationships alongside client success and product teams.
- based on careful thought and analysis (e.g. by testing different scenarios or use cases).
- Drive the process to build out the Root Knowledge Base and facilitate more self service opportunities for clients.
- Regular product and feature training to clients.

**Internal Support**
- Ensure client success managers have the support they require to support their function and deliverables to our clients. IE Providing incident updates and follow-ups.
- Work alongside Product and Engineering to manage incidents against Root SLA’s
- Useful client feedback is shared with our Product, Sales and Content teams.
- Common feature requests and workarounds are shared back to relevant teams to help drive continuous improvement.
- Provide Weekly, Monthly and Quarterly support reporting, displaying trend and performance of the Root support team. (This includes providing Client Success with Support data for client business review meetings)
- Product bugs are reported in a useful and actionable format to the respective teams
- Monitor platform alerts, investigate and take appropriate action to restore service and escalate appropriately

**Root Competency & Team Management**
- Gain a solid expert understanding of the Root products and platform
- Understand our client’s products and solutions to engage and assist the support team and our clients
- Manage team performance against key indicators: CSAT, Response, Restore etc
- Coach and train the client support team to elevate the overall level of support being delivered.
- Provide input and guidance to the team where necessary in delivering our promised service.
- The team applies Root’s principles and practices to their work.
- The team operates in accordance with industry best-practices and guiding principles.
- Our support management system (Zendesk) is well managed, with optimally automated processes and data capturing configured.

**We are looking for someone with**:

- 5+ years professional client support experience
- Familiar and proficient with helpdesk software like Zendesk from a Admin perspective
- Atlassian (Jira and Confluence) knowledge is beneficial
- Prior experience in providing support in a SaaS platform environment
- Advanced troubleshooting and multi-tasking skills
- Client service orientation
- Patience when handling tough cases
- Problem solver - able to get to the heart of a problem, identify possible causes and find a solution
- Articulate - easily able to get their point across effectively to every client and to effectively transfer knowledge in a training context
- Adaptable - follows the rules, but knows when to go off-script to meet a client’s needs
- Excellent verbal and written communication skills (able to perform client meetings and produce client reports)
- Experienced at managing and delivering on service levels
- Strong analytical skills, pertaining to service desk metrics and service desk data

**Who we are**:
Our mission is to enable innovation in insurance by building the infrastructure required to reach the future of insurance. We are striving to be the global API standard for insurance.

*** Root Values**:

- **Lead by example**:“Lean in, take charge, and always set a positive precedent.”
- **Exceed expectations**:“Know your customer to delight your customer.”
- **Rally as one team**:“Put aside egos and personal agendas to triumph as one.”
- **Own the mission**:“Your job is not done until the job is done.”
- **Rise to the challenge**:“Meaningful change requires meaningful effort and the courage to make

  • Project Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    Company OverviewCA Support is a leading provider of innovative solutions for project management and administration.">SalaryWe offer a competitive salary package, including an estimated $62,000 per year, to attract and retain top talent in the industry.

  • Drone Support Engineer

    2 weeks ago

    Cape Town, Western Cape, South Africa Farm Manager SA Full time

    **Job Title:** Drone Support EngineerWe are looking for a highly skilled and experienced Drone Support Engineer to join our team at Farm Manager SA.**Salary:** R220,000 - R320,000 per annum**Company Overview:Farm Manager SA is a leading provider of agricultural services in South Africa. We are committed to helping farmers and growers improve their crop...

  • Quality Control Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    We are looking for a Quality Control Manager - Software Development to join our team at CA Support. This role involves overseeing the testing and verification of software applications to ensure they meet high quality standards.About CA SupportOur company provides technical support services to clients worldwide. We strive to deliver exceptional service while...

  • Financial Data Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    About the RoleWe are seeking an experienced Payroll Administrator to join our team at CA Support. As a key member of our human resources department, you will play a vital role in ensuring the accuracy and efficiency of our payroll operations. Your primary responsibility will be to maintain payroll records, prepare reports, and resolve any discrepancies that...

  • Consignment Account Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    **Job Description:**We are seeking a Consignment Account Manager to join our team at CA Support. As an experienced accounting professional, you will be responsible for managing consignment accounts for our business's foreign operations.You will work closely with our team to ensure accurate financial records and timely payments to suppliers. This is a...

  • Agri Tech Support Expert

    2 weeks ago

    Cape Town, Western Cape, South Africa Farm Manager SA Full time

    About the RoleFarm Manager SA is seeking an experienced Agri Tech Support Expert to join our team. As a key member of our operations team, you will be responsible for executing and overseeing the drone service and repair strategy in Gauteng, working closely with agricultural drone customers and contractors.Key Responsibilities:

  • Payroll Management Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    Job DescriptionWe are seeking a highly skilled Payroll Administrator to join our team at CA Support. In this role, you will be responsible for maintaining payroll information, preparing reports, and resolving discrepancies.Responsibilities include:Maintaining payroll records, including employee data and benefitsPreparing reports on earnings, taxes, and leave...

  • Senior Payroll Manager

    3 weeks ago

    Cape Town, South Africa CA Support Full time

    Key ResponsibilitiesLeadership and Team ManagementLead, manage, mentor, and develop a team of six payroll professionals.Foster a culture of accuracy, efficiency, and accountability within the payroll department.Payroll Processing and ComplianceOversee the end-to-end payroll process for all employees.Ensure compliance with South African tax laws, labor...

  • Quality Management Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    Job SummaryWe are seeking an experienced Quality Assurance Manager to join our team, responsible for ensuring the quality of our services and products.

  • QA Process Improvement Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    What You'll DoAs a Quality Assurance Manager, you will be responsible for:

  • Grade a Armed Inspector/manager/tactical Officer

    4 months ago

    Cape Town, South Africa Empire Support Full time

    **POST: SENIOR INSPECTOR/JUNIOR MANAGER** PSIRA registered Grade A. Firearm Pistol Competency Business Purposes Valid SA Drivers License Computer Literate Experience as a Senior Response Officer/Tactical Officer/Management Role contactable references Pay: R10 000,00 - R20 000,00 per month **Experience**: - Senior Inpector/Management: 2 years...

  • Administrative Operations Coordinator

    2 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    Job DescriptionWe are seeking a highly organized and detail-oriented project administrator to join our team. The successful candidate will be responsible for providing administrative support to project managers and teams, ensuring smooth project execution and delivery.Required Skills and QualificationsStrong organizational and time management skills;Ability...

  • Technical Project Assistant

    2 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    Job ResponsibilitiesThe project administrator will be responsible for:Providing administrative support to project managers and teams;Coordinating project meetings and events;Maintaining accurate records and reports;Ensuring compliance with company policies and procedures.How to ApplyIf your background matches the requirements and you would like to apply,...

  • Senior Payroll Manager

    3 weeks ago

    Cape Town, South Africa CA Support Full time

    TO APPLY:To apply or receive more information, please:click on the "Apply" button or

  • Accounting Professional

    3 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    **About the Role:**We are seeking an experienced Accounting Professional to join our team at CA Support. The successful candidate will have a strong background in accounting and bookkeeping, with experience in financial performance reconciliations and payment processing.You will be responsible for managing consignment accounts for our business's foreign...

  • Financial Controller

    3 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    **Job Overview:**We are seeking a highly skilled Financial Controller to join our team at CA Support. As an experienced accounting professional, you will be responsible for managing consignment accounts for our business's foreign operations.The successful candidate will have a strong background in accounting and bookkeeping, with experience in financial...

  • Programme Manager

    6 days ago

    Cape Town, South Africa Tusk Construction Support Services Full time

    The Programme Manager is responsible for assisting with managing, administering and monitoring the delivery of various infrastructure projects from inception to close out as well as supporting contractors to successfully deliver these projects. Key Performance Areas: - Establish the client requirements and preferences, assess user and options, appointment...

  • Fruit Business Accountant

    3 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    Job Description:We are looking for a highly skilled Fruit Business Accountant to join our team at CA Support. As a key member of our finance team, you will be responsible for managing the financial aspects of our fruit business operations, including setup and maintenance of consignment accounts, financial analysis and reporting, and ensuring compliance with...

  • Accounting Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa CA Support Full time

    Job Title: Accounting SpecialistWe are seeking an experienced Accounting Specialist to join our team at CA Support. This role is responsible for setting up and maintaining consignment accounts for our business operations abroad. The ideal candidate will have a strong background in accounting, with experience in consignment accounting, cost chains, and...

  • IT Support Manager

    1 week ago

    Cape Town, South Africa Initiate International Full time

    We have an exciting career opportunity for an **IT Support Manager** to join a global online casino and sportsbook company in **Cape Town**. This is a great opportunity for personal growth in a modern gaming technology company. If you’re looking to grow and be the best at what you do, this **job** could be perfect for you! Your key **job**...