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Head of Support Operations and Excellence

1 week ago

Cape Town, Western Cape, South Africa Initiate International Full time

About the Opportunity:

We are seeking a highly motivated and experienced individual to fill the role of Head of Customer Support at Initiate International. As a key member of our leadership team, you will play a crucial role in shaping and scaling our customer support function, driving operational excellence, and delivering exceptional player experiences.

Responsibilities:

  • Lead and develop a high-performing customer support team.
  • Oversee and enhance first and second-line support operations.
  • Develop and implement customer support strategies to improve response times and efficiency.
  • Monitor KPIs and SLAs to drive ongoing improvements.
  • Leverage CRM systems, automation tools, and AI-driven solutions to optimise workflows.

Requirements:

  • 5-8 years' experience in a senior customer support leadership role.
  • Proven ability to lead and scale support teams in a high-volume, fast-paced environment.
  • Strong expertise in first and second-line support management.
  • Hands-on experience with CRM systems, automation tools, and data-driven service improvements.
  • A player-first mindset, with excellent communication, problem-solving, and conflict-resolution skills.