Manager, Customer Care - APACRemote • ZA

Manager, Customer Care - APAC

Remote • ZA

15 days ago

Job description

Job Location : , South Africa, South Africa

Application Deadline : February 09, 2026

Key Qualities - for success at current stage of team and org development

We're looking for a builder—someone who thrives in ambiguity, proactively scaling operational processes to lay foundations and bring structure. Ideal for someone;

Operationally minded and proactive with experience building foundational CX programs that scale in fast paced companies
Data and impact led, using metrics and root cause analysis to drive measurable improvements
A customer-obsessed, cross-functional leader who communicates effectively and influences stakeholders to unblock and empower teams in delivering high-quality user experiences

What You Bring

Bias toward action—you thrive in early-stage environments, spotting gaps, and proactively solving problems without waiting for direction

Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments.

Strong operational thinking and program management skills to lead initiatives and drive adoption for operational improvements to support long-term team efficiency, reduce manual work, and drive support excellence

Default to using data and metrics to inform decisions, including root cause analysis, reporting, and setting performance KPIs

Strong experience mentoring and leading high-performing teams, including performance management and coaching.

Capable of being highly productive and independent in driving initiatives with minimal oversight from management.

Job Responsibilities

People Management

Manage and scale the team : Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution.

Lead performance management : Set clear goals and provide structured feedback to foster high performance and continuous development.

Building Customer Care for Scale

Drive data-led improvements : Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented.

Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency

Own escalation and feedback loops : Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes.

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