General Manager

4 weeks ago


Cape Town, Western Cape, South Africa HR Studio Full time
About the Role

We're seeking a seasoned General Manager to lead our customer support, client success, and operations teams. As a key member of our HR Studio team, you'll drive growth by ensuring customer satisfaction, expanding market presence, and optimizing our service offerings.

Key Responsibilities
  • Lead the customer support team to deliver exceptional service across email, phone, and Zendesk.
  • Oversee Zendesk operations, ensuring efficient ticket management and continuously monitor and improve customer satisfaction metrics.
  • Build strong relationships with key clients, conduct regular check-ins, and coordinate with sales, product, marketing, and technical teams for seamless client experiences.
  • Manage new site installations, oversee onboarding for new clients, operators, and tenants, and develop and manage training materials.
  • Identify and pursue opportunities to expand the company's market presence, manage and grow the monthly parker book, and promote on-site marketing opportunities.
  • Develop strategies to improve client retention and satisfaction, collaborate with marketing to create client success stories, and provide feedback to the product team to enhance the company's offerings.
  • Monitor key performance indicators (KPIs) to measure success and prepare and present reports on performance, challenges, and growth opportunities to the executive team.
Requirements
  • 7+ years in senior customer support, client success, or general management, preferably in property, tech, or SaaS.
  • Experience in onboarding and training for complex software solutions.
  • Ability to manage multiple projects and stakeholders simultaneously.

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