Service Delivery Manager

1 week ago

Cape Town, Western Cape, South Africa SupportYourApp Full time

Who are we?

SupportYourApp is a global Support-as-a-Service leader, partnering with tech companies in 30+ countries since 2010 to deliver secure customer and technical support. What if you had a chance to be a part of the world's leading hardware, software, or SaaS solutions? 

Join our community as a Service Delivery Manager liaising with our experienced Chief Customer Officer and provide high-level quality service for famous worldwide well-known companies such as Mastercard, Calm and MacPaw. Get access to the most agile digitalized training and emerge into technical, and business knowledge of a product to provide a seamless experience for users all over the globe.

Let's see what it takes

What you will do:

  • Take part in the new clients' integrations and simultaneously manage them;
  • Maintain constant communication with support specialists and clients;
  • Make sure that support processes are built according to all the standards (KPIs/SLAs/QA);
  • Assist clients with improving their customers' support experience, incl. strategic planning and product development analysis;
  • Proactively mediate and resolve any clients' and consultants' concerns.;
  • Monitor service quality via internal or external QA platforms;
  • Generate and maintain internal product documentation, ensure that legal and financial agreements are upheld;
  • Assist with engaging  ideal candidates and their onboarding;
  • Help talented people from your project grow and develop professionally;
  • Find a place to grow professionally and take a leadership role in the projects.

What you need to succeed in this role:

  • Fluency in English (C1-C2 levels);
  • 1+ years in a similar role with proven team management experience;
  • Familiarity with Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards;
  • Solid understanding of Key Performance Indicators and SLAs in customer support;
  • Collaborative spirit and working on cross-functional projects for further service delivery enhancements;
  • Skills in time management and experience working with time management platforms (Wrike, Monday, Asana, Jira etc.);
  • Excellent interpersonal and communication skills; 
  • Ability to multitask and manage multiple clients simultaneously;
  • Track record of taking responsibility;
  • Passion for people and technology. 

Benefits:

  • Providing services during business hours;
  • Opportunity to cooperate fully remotely;
  • Inclusive international environment;
  • Compensation in USD;
  • Rewards for referring friends;
  • Balance between project workload and personal time, but also – internal health policy;
  • Responsive leadership interested in your growth and long-lasting cooperation;
  • Greenhouse conditions for self-development;
  • A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting the official website and social pages on Facebook, Instagram, and LinkedIn.

So if you are a proactive Account Manager who excels at building strong client relationships and driving results, grab the chance to collaborate with us and send your CV in English.

Know someone perfect for the role? Refer them and get rewarded

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

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