1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance. We are looking for an experienced Customer Service Manager to join our 1-grid Team!

This role will be based in our Cape Town office and will report to the Head of Customer Experience.

Role Purpose

You will be responsible for leading and optimising the support team's daily operations to deliver exceptional customer service, drive performance, and support 1-grid's broader customer experience strategy.

Key Responsibilities

1. Team Leadership & Performance Management

Lead, coach and support the day-to-day activities of the support team.
Be a model of the culture. Drive accountability, productivity and morale.
Monitor individual and team KPIs (e.g., response times, resolution rates, CSAT), and hold the team accountable.
Conduct regular performance reviews, calibration sessions, and performance improvement planning.

2. Operational Oversight

Manage team scheduling, shifts, and availability to ensure optimal coverage.
Monitor real-time queues and adjust resources proactively to meet service level targets.
Escalate systemic issues that impact productivity or customer experience.

3. Customer Experience & Quality Assurance

Be a visible escalation point for urgent or sensitive customer issues.
Ensure consistent delivery of a high-quality support experience across all channels.
Monitor customer interactions and deliver feedback and coaching.
Support the Head of CX with customer journey pain point tracking and resolution.
Champion initiatives set out by the HoD that improve customer effort, satisfaction, and resolution quality.

4. Recruitment, Training & Development

Support hiring of consultants in collaboration with HR and HoD.
Foster a mentorship culture to build internal capability and career paths.
Onboard new hires effectively with structured training and mentorship.
Identify skill gaps and arrange for continuous development opportunities.

5. Cross-Operational Collaboration

Work closely with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues.
Surface customer pain points and friction areas that require systemic fixes to the HoD and teams.
Ensure support team feedback is fed into product and operational decisions through collaboration with the HoD.
Support cross-functional improvement projects driven by the Head of CX.
Support initiatives from marketing, compliance and systems.

6. Reporting & Insights

Monitor and report on daily, weekly, and monthly metrics. Deliver regular, effective, reports on performance, metrics, trends and insights to the Head of CX.
Identify trends, blockers, and customer themes through tickets, conversations, and analytics.
Present insights to leadership to inform strategic decisions.
Act on NPS, CSAT and other VoC feedback relevant to support.

7. Process & Policy Management

Ensure team adherence to SOPs, escalation processes, and SLAs.
Maintain and improve support SOPs, workflows and processes.
Continuously improve support processes to drive efficiency and reduce errors. Recommend and support the implementation of automation or tooling improvements.

Skills & Competencies

Experience in web hosting or a technical support environment
Proactive, self-starter
Strong work-ethic with a can-do attitude
Exceptional multi-tasking skills
Strong leadership and people management skills
Deep understanding of support operations and KPIs
Analytical mindset with comfort in data interpretation
Customer-centric mindset with a passion for service excellence
Effective communicator across levels and teams
Familiarity with customer support tools (e.g., Freshdesk/Freshchat, reporting dashboards)

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