Customer Success Manager

2 weeks ago

Cape Town, South Africa Home Assist Technologies Pty Ltd Full time

**Overview of Role**

Home Assist is seeking an experienced **Customer Success Manager** to lead and elevate the Customer Success Team. This team interfaces directly with insurers, brokers, plumbers, and homeowners across various communication channels. We’re looking for a leader who understands the technicalities of construction, claims, and customer service — and can bring operational clarity, structure, and high performance.

**What we do**:
**Key Responsibilities**:

- Lead, mentor, and manage the Customer Success Team to achieve performance metrics and service excellence.
- Collaborate with cross-functional teams to streamline claim management processes.
- Analyse customer feedback and data to identify areas for improvement and implement solutions.
- Stay updated with industry best practices and integrate them into the team’s operations.

**Qualifications**:

- Bachelor’s degree in Business Administration, Communications, or a related field.
- 3-5 years of experience in customer success or service management roles.
- Proven track record of leading teams and improving customer satisfaction.
- Strong analytical, communication, and interpersonal skills.
- Familiarity with CRM systems and customer service software.
- Solid understanding of service metrics and KPI-driven performance management.

**Background Information**:
Home Assist aims to be a 24 hour 7 day a week contact centre. You will have a number 2 to help you lead the team. Managers have the added benefit of Remote work for deepening thinking and analysis of key metrics

You’ll likely thrive in this role if you have:

- You have management experience running a customer success team
- If you understand the Key Metrics around managing a support team
- Sound writing and communication skills
- A positive and friendly disposition, with a ‘can do’ attitude
- The desire to be collaborative - drive cooperation and teamwork in achieving solutions
- Computer literate
- Sound judgment, professionalism, and patience when communicating with customers

**Advantageous**:

- If you are interested in technology and automation
- If you have worked in the Plumbing, building industry or short term insurance industry
- English & Afrikaans speaking

Pay: From R18 000,00 per month

Work Location: In person

Application Deadline: 2025/06/25

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