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Head of Customer Support
Level UpJohannesburg, Gauteng, South Africa24 days ago
Job descriptionBachelor's degree in Information Technology, Telecommunications, Business Administration, or related field. Relevant technical certifications (ITIL, Network+, CCNA) highly desirable. Advanced degree (MBA, MSc) is an advantage. Minimum 8–10 years of experience in customer support or NOC operations in the telecommunications / ISP industry. At least 5 years in leadership roles with proven track record in managing 24 / 7 support operations. Experience with fibre and wireless network technologies. Demonstrated success in building and scaling support teams. Deep understanding of telecommunications infrastructure (fibre, wireless, routing, switching). Proficiency with NOC monitoring tools (e.g., Nagios, PRTG, SolarWinds). Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow). Knowledge of ITIL framework and best practices. Familiarity with VoIP, network protocols, and troubleshooting methodologies. Exceptional leadership and people management abilities. Strong analytical and problem‑solving skills. Excellent communication skills (written and verbal). Ability to work under pressure and manage crisis situations. Customer‑focused mindset with empathy and patience. Data‑driven decision‑making approach. Strategic thinking with operational execution excellence. Customer service excellence and relationship management. Operational leadership and process optimization. Technical troubleshooting and incident management. Change management and continuous improvement. Cross‑functional collaboration. Conflict resolution and negotiation. Budget management and resource planning. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). First Contact Resolution Rate. Average Response and Resolution Times. SLA Compliance Percentage. Network Uptime and Mean Time to Repair (MTTR). Team Productivity and Utilization Rates. Customer Churn and Retention Rates. Support Cost per Customer.
Level Up is hiring a Head of Customer Support in Johannesburg, Gauteng, South Africa.
Key Responsibilities
- Develop and implement customer support and Network Operations Center (NOC) strategy aligned with company growth objectives.
- Establish SLAs and KPIs for support operations and drive continuous improvement initiatives.
- Collaborate with executive leadership on customer retention and satisfaction strategies.
- Manage departmental budget and resource allocation.
- Build, lead, and mentor a high‑performing customer support and NOC team.
- Develop training programs and career progression pathways for support staff.
- Foster a customer‑centric culture focused on excellence and accountability.
- Conduct performance reviews and implement talent development initiatives.
- Manage shift scheduling to ensure 24 / 7 / 365 coverage.
- Oversee network monitoring, incident management, and problem resolution.
- Ensure proactive identification and resolution of network issues.
- Implement and maintain NOC tools, systems, and processes.
- Coordinate with technical teams for escalations and major incidents.
- Maintain comprehensive incident documentation and root cause analysis.
- Design and optimize multi‑channel support delivery (phone, email, WhatsApp, portal).
- Ensure timely resolution of customer queries, complaints, and technical issues.
- Develop and maintain knowledge base and self‑service resources.
- Implement customer feedback mechanisms and act on insights.
- Monitor and report on customer satisfaction metrics (CSAT, NPS).
- Oversee implementation and optimization of support ticketing systems.
- Drive adoption of automation and AI‑powered support tools.
- Ensure integration between NOC monitoring tools and support platforms.
- Maintain accurate customer and network documentation systems.
- Serve as primary escalation point for complex customer and partner issues.
- Build strong relationships with property management companies and key clients.
- Collaborate with Sales, Network Engineering, and Operations teams.
- Represent customer support in executive and cross‑functional meetings.
- Communicate service status and major incidents to stakeholders.
Qualifications
Education
Experience
Technical Skills
Leadership & Soft Skills
Key Competencies
Performance Metrics
Seniority Level
Executive
Employment Type
Full‑time
Job Function
Other
Industries
Marketing Services
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Head Of • Johannesburg, Gauteng, South Africa
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