Support Manager: Cloud Point-of-Sale

At Munch, we're reinventing dining with a seamless mobile order-and-pay experience. Our all-in-one platform powers everything from PoS and kitchen management to guest ordering and business insights — making restaurants smarter, faster, and more enjoyable for everyone.
Join us and help build the product that's transforming the future of food technology.

Position:
Support Manager

Employment Type:
Full-Time / Permanent

Location:
Pretoria East

Reporting to:
Operations Manager

Environment:
Office-based

Working Hours:
08:00 - 17:00 (Overtime and Weekends will be required)

Overview:

As the Support Manager, you will oversee support operations, ensuring smooth functionality and customer satisfaction with the Munch software solutions. Your role involves guiding the 1st line support team, managing 2nd line support activities, and collaborating to escalate bugs and address feature requests.

Responsibilities:

• Provide guidance and assistance to the 1st line support team in resolving customer inquiries, technical issues, and service requests related to POS software functionality.
• Take ownership of 2nd line support activities, including troubleshooting complex technical issues, diagnosing software bugs, and providing advanced technical assistance to customers and support staff.
• Collaborate with development teams to escalate and prioritise software bugs identified by customers or support staff. Coordinate bug resolution efforts and ensure timely updates and resolutions for escalated issues.
• Organise and set up the support schedule to ensure coverage and efficiency.
• Pick up equipment from storage, book in equipment for repairs, and ensure proper maintenance.
• Work closely with product management and development teams to gather, prioritise, and advocate for customer feature requests. Provide input on product roadmap planning and contribute to the development of new features and enhancements.
• Track and analyse support metrics and KPIs to assess team performance, identify trends, and implement improvements to enhance customer satisfaction and support efficiency.
• Conduct training sessions and provide mentorship to support staff to improve technical skills, product knowledge, and customer service capabilities. Foster a culture of continuous learning and development within the support team.
• Maintain an up-to-date knowledge base of common issues, troubleshooting procedures, and best practices. Ensure accurate documentation of support interactions, resolutions, and escalation processes for future reference and knowledge sharing.
• Build and maintain strong relationships with key customers, ensuring open communication, proactive support, and a customer-centric approach to service delivery.
• Replicate bugs and log them for further analysis and resolution.
• Create or retrieve weekly reports to track emerging trends related to issues and bugs for visibility.
• Identify and escalate potential service or operational issues to the Service Delivery Manager in advance, ensuring effective mitigation measures are implemented to maintain customer confidence and service continuity.

Requirements:

• Proven experience in a technical support role and in the Point-of-Sale industry is required.
• Strong technical proficiency in POS software systems, hardware configurations, and troubleshooting techniques.
• Strong technical proficiency and troubleshooting with back-office related functionality such as Cashup, Reporting and Inventory (Stock Count, GRV, Manufacturing).
• Excellent problem-solving skills and ability to diagnose and resolve complex technical issues.
• Experience with bug tracking and support ticketing systems (e.g., Jira, Zendesk, Freshservice and Halo) is preferred.
• Effective communication and interpersonal skills, with the ability to communicate technical concepts to non-technical users.
• Leadership and team management experience, with the ability to mentor and motivate support staff.
• Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
• Customer-focused approach with a commitment to delivering exceptional service and support.

Interpersonal Qualities:

• Strong personality who works well under pressure, manages customer expectations and ability to lead a team proficiently.
• Strong leadership and coaching skills.
• Excellent communication and collaboration abilities.
• Customer-centric mindset with a passion for delivering quality service.
• Proactive and solution-oriented approach to problem-solving.
• Adaptability and flexibility to navigate changing priorities and requirements.
• Service Orientation and Customer Advocacy
• Positive attitude and willingness to lead by example.
• Ability to thrive in a fast-paced and dynamic environment.
• Collaboration and Cross-Department Coordination

Perks:

• No micro-management.
• Creative Freedom.
• Relaxed and open working environment.
• Work with cutting edge technology.
• Frequent fun office activities

Why Join Us:

At Munch, we're not just building software - we're shaping the future of the hospitality industry. As a Support Manager, you'll have the opportunity to make a meaningful impact by empowering our clients to thrive in a fast-paced and competitive market. You'll work alongside a talented team of professionals who are passionate about innovation and committed to driving success for our clients. If you're ready to take your career to the next level and be part of a dynamic company culture, we want to hear from you

Come as you are. We look for attitude first, then skills and experience. We move quickly when we find someone who we connect with. The best way to get our attention is by showing something you created.

Our recruitment process starts with a face-to-face interview followed by a technical test if deemed necessary. If both rounds go well, an offer will be extended.

Should you be interested, please send your updated CV and ID copy to