Head of Customer Support Operations

1 week ago

Cape Town, Western Cape, South Africa Parvana Full time
About Parvana

Parvana is a leading software company that empowers organizations to overcome business challenges using its cloud-based product. With offices in the US, UK, and South Africa, we have a talented team of curious, creative, and driven individuals who are dedicated to delivering exceptional customer experiences.

Job Description

We are seeking a highly experienced and skilled Head of Customer Support to join our team. As a key member of our leadership team, you will be responsible for developing and implementing a 24/5 customer support strategy that aligns with our company goals and ensures a high level of service for our customers.

Key Responsibilities
  • Develop and implement a customer support strategy that aligns with company goals and ensures a high level of service for our customers.
  • Identify opportunities for process improvements and technology enhancements to streamline resolutions, boosting both customer satisfaction and team efficiency.
  • Create metrics, dashboards, and reports to provide clear visibility into support processes, promoting accountability across the organization.
  • Build tools and processes that empower cross-functional teams, including executives, to stay aligned and accountable in delivering customer success.
  • Design a support team structure that encourages growth, development, and success for every team member.
  • Recruit, train, and mentor a high-performing, customer-focused support team.
  • Cultivate a culture of customer obsession, setting clear goals and providing regular coaching to drive performance and satisfaction.
  • Foster strong cross-functional relationships to ensure customer needs are met, and contribute to RFP processes and customer agreement reviews as needed.

Requirements
  • A relevant tertiary qualification would be beneficial.
  • 8 - 10 years of senior-level management experience in service support, leading customer support teams for global enterprise organizations with direct customer interaction.
  • Excellent written and verbal communication skills, including strengths in motivation, persuasion, and documentation.
  • Proven ability to effectively plan and prioritize business goals and objectives in fast-growing or rapidly changing environments.
  • Strong analytical skills to translate quantitative and qualitative data into actionable strategies, with extensive experience developing and implementing new processes.
  • In-depth knowledge of Zendesk or similar SaaS customer support platforms, as well as experience in resource planning tools and procedures.
  • Familiarity with global or decentralized support matrices and experience deploying help centers to enhance customer support operations.

Why Join Us

At Parvana, we offer a collaborative and inclusive work environment that values diversity and innovation. We are committed to delivering exceptional customer experiences and are seeking a talented individual who shares our passion for customer support and success. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

  • Operations Coordinator

    1 month ago

    Cape Town, Western Cape, South Africa Hutech Head Office Full time

    Job DescriptionJob Title: Operations AssistantCompany: Hutech Head OfficeLocation: Remote (with occasional travel)Job Type: Full-timeIndustry: Logistics and TransportationJob Summary:We are seeking a highly organized and detail-oriented Operations Assistant to join our team at Hutech Head Office. The successful candidate will be responsible for coordinating...

  • Head of Customer Support Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Parvana Full time

    About Our Company:Parvana is a leading software company that empowers organizations to overcome business challenges using its cloud-based product. Our collaborative environment values diversity and inclusion, and we're committed to delivering exceptional customer experiences.Job Summary:We're seeking a highly skilled and experienced Head of Customer Support...

  • Customer Support Team Manager

    4 weeks ago

    Cape Town, Western Cape, South Africa YesPlay Full time

    Job Title: Team LeaderYesPlay's customer support team is undergoing a transformation process, driven by the company's significant growth. The team has almost doubled in size over the last 6 months, and we're looking for a strong, determined, and well-organized Team Leader to elevate our support processes and the customer support team as a whole.Key...

  • Operations Coordinator

    3 weeks ago

    Cape Town, Western Cape, South Africa Hutech Head Office Full time

    Operations AssistantHutech Head Office is seeking a highly skilled and experienced Operations Assistant to join our team. As an Operations Assistant, you will play a critical role in ensuring the smooth operation of our logistics and transportation functions.Key Responsibilities:Client bookings and truck bookingsDelivery note issuing and...

  • Head of Customer Experience

    2 weeks ago

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

    Job Title: Head of Customer ServiceInitiate International is seeking a seasoned professional to lead our customer service team in Cape Town. As the Head of Customer Service, you will be responsible for driving excellence, innovation, and customer-centric strategies to ensure customer satisfaction and enhance the overall user experience.Key...

  • Head of Operations

    2 days ago

    Cape Town, Western Cape, South Africa Rory Mackie & Associates Full time

    Job Title: Head of OperationsRory Mackie & Associates is seeking a highly skilled and experienced Head of Operations to join our team. As a key member of our leadership team, you will be responsible for the management of the procurement, logistics, and technical compliance functions of our client.Key Responsibilities:Manage the procurement function, ensuring...

  • Team Lead

    1 month ago

    Cape Town, Western Cape, South Africa YesPlay Full time

    Job DescriptionYesPlay is seeking a highly skilled and experienced Team Leader to join our Customer Support team. As a Team Leader, you will play a critical role in elevating our support processes and ensuring the smooth operation of the team.Key Responsibilities:Monitor and motivate the team to ensure daily, weekly, and monthly KPI targets are met and...

  • Head of Customer Experience

    4 weeks ago

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

    Lead Customer Service in iGamingInitiate International seeks a seasoned leader to drive customer service excellence in our Cape Town office. As the Head of Customer Service, you will oversee day-to-day operations, ensuring high levels of customer satisfaction and loyalty.Key Responsibilities:Supervise customer service teams, including hiring, training, and...

  • Head of Retail Operations

    4 weeks ago

    Cape Town, Western Cape, South Africa Service Solutions Staffing Full time

    Head of Retail South Africa – Cape TownWe are seeking a highly skilled and experienced Head of Retail to lead our retail division in Cape Town, South Africa. As a key member of our leadership team, you will be responsible for driving business growth, improving operational efficiency, and delivering exceptional customer experiences.Key...

  • Customer Support Coordinator

    2 weeks ago

    Cape Town, Western Cape, South Africa Shoprite Full time

    Purpose of the Role The primary objective of the Customer Support Coordinator position is to carry out essential support functions in collaboration with the Head of Customer Contact Centre & Experience, Senior Manager Contact Center Operations, and the leadership team. This role delivers efficient, proactive, and comprehensive administrative assistance...

  • Head of Call Centre Operations

    3 weeks ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: Head of Call Centre OperationsABC Worldwide is seeking an experienced Head of Call Centre Operations to lead our customer service operations team. As a key member of our leadership team, you will be responsible for driving business growth, improving customer satisfaction, and ensuring operational efficiency.Key Responsibilities:Develop and...

  • Customer Support Team Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa YesPlay Full time

    Job Title: Team LeaderYesPlay's customer support team is undergoing a transformation process, driven by the company's significant growth. As a result, the team has almost doubled in size over the last 6 months. To optimize the way customer support queries are addressed, we are using a well-known and industry-best support CRM solution. We are seeking a...

  • Head of Operations

    2 hours ago

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

    Head of OperationsInitiate International is seeking a highly skilled and experienced Head of Operations to join our dynamic team. As a key member of our leadership team, you will be responsible for driving the company's operational strategy and ensuring the seamless delivery of our products and services.Key Responsibilities:Product Management: Collaborate...

  • Customer Support Team Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa YesPlay Full time

    Job Title: Team LeaderYesPlay is seeking a highly motivated and experienced Team Leader to join our customer support team. As a Team Leader, you will play a key role in elevating our support processes and ensuring the smooth operation of the team.Key Responsibilities:Monitor and motivate the team to ensure daily, weekly, and monthly KPI targets are met and...

  • Head of Customer Experience

    2 weeks ago

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

    Lead the Way in Customer ServiceInitiate International is seeking a dynamic and strategic leader to drive excellence in customer service. As the Head of Customer Service, you will play a crucial role in shaping the future of customer experience in the iGaming industry.Key Responsibilities:Oversee day-to-day operations in the customer services department,...

  • Head of Customer Service Lead

    2 weeks ago

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

    Job Title: Head of Customer ServiceAre you a strategic leader looking to drive excellence and innovation in customer service? We are seeking a dynamic and experienced Head of Customer Service to join our team at Initiate International in Cape Town.The successful candidate will be responsible for leading and shaping the future of customer service in our...

  • Head of Operations

    2 weeks ago

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

    Head of OperationsInitiate International is seeking a highly skilled and experienced Head of Operations to join our dynamic team. As a key member of our leadership team, you will be responsible for driving the company's operational strategy and ensuring the seamless delivery of our products and services.Key Responsibilities:Product Management: Collaborate...

  • Head of Customer Experience

    1 month ago

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

    Job DescriptionAre you a strategic leader looking to drive excellence and innovation in customer service? We are seeking a dynamic and experienced professional to join our team as the Head of Customer Experience at Initiate International.About the RoleSupervise day-to-day operations in the customer services department, including hiring, training, and...

  • Operations Accountant

    3 weeks ago

    Cape Town, Western Cape, South Africa Agrimark Operations Limited Full time

    Job Title: Operations AccountantWe are seeking a highly skilled Operations Accountant to join our dynamic team at Agrimark Operations Ltd. As a key member of our finance team, you will be responsible for overseeing the financial and administrative functions for our Trade Breæriver, Packaging, and Kouga regions.Key Responsibilities:Analyse and report...

  • Head of Customer Experience

    1 week ago

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

    Lead the Way in Customer ServiceInitiate International is seeking a dynamic and strategic leader to drive excellence in customer service. As the Head of Customer Service, you will play a crucial role in shaping the future of customer experience in the iGaming industry.Key Responsibilities:Strategic Leadership: Supervise day-to-day operations in the customer...