Support Manager

Support · Stellenbosch, Western Cape
Department Support
Employment Type Full-Time
Minimum Experience Mid-level

Overview of the team

The customer support team sits at the centre of our Customer Experience function offering proactive and reactive support to our global customer base. It is made up of full-time Level 1 and Level 2 support specialists.

 

Overview of the role:

The Technical Support Manager will be actively engaged in two critical areas: customer support and employee onboarding.  

 

Customer support: responsible for ensuring a high-quality customer experience for our global customers. You will manage a team of level 1 and level 2 support specialists, based in both Stellenbosch and Johannesburg delivering proactive and reactive services for customers to resolve issues, product bugs and services incidents.

 

Employee onboarding: every new team member goes through two to four weeks of company and product onboarding which may include two weeks of active customer support. This entire onboarding process, in partnership with the PeopleOps team, is run from within support. The support manager will be responsible for elements of product onboarding with extensive support from PeopleOps and the hiring manager.

 

Team management: responsible for the management of the support engineers. This will include weekly 1:1s, training, coaching, performance monitoring and escalations.

 

We are looking for a hands-on, agile and experienced team leader to build increasingly sophisticated methods and processes to ensure that we appropriately sustain our support efforts and maintain a superior support experience as we scale.


This is a people manager role reporting to the Head of Customer Experience and is designated as an 80% in-office position.

 

Responsibilities include:

Customer Support:

  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
  • Owning the Incident, Request, Change, Knowledge Management and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
  • Being accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Driving internal service review meetings covering performance, service improvements, quality, and processes.
  • Collaborating with the product and customer representatives to determine service needs and how our offerings can address their growth and potential.
  • Responsible for guidelines and processes related to end-user documentation and knowledge base for the products.
  • Creating and implementing plans to ensure 24/7 support.


Line Management

  • Motivate, encourage, coach and manage the 8 person team
  • Manage the personal and professional development of everyone on the team
  • Serve as a point of contact for any issues affecting the team - communicate openly and regularly with your manager about the team’s performance, aspirations, and well-being.
  • Recruit new team members by leading the interviewing, training and onboarding of future hires.
  • Reporting on a weekly, monthly and quarterly basis


Requirements

  • Degree or equivalent professional experience
  • 3+ years of management experience – ability to motivate, lead and coach teams
  • In-seat support or contact centre experience
  • Track record of implementing support systems and tools (experience with Zendesk, Power BI an advantage)
  • Experience at a SaaS or technology company advantageous
  • Genuine interest in the well-being and success of all individuals in your team
  • Passionately care about customer experience, support, efficiency and solving customer’s problems
  • Complex problem solving
  • Excellent communications skills

 

What you can expect from Skynamo

  • Competitive salary and benefits package
  • Being part of a team that has a measurable and direct impact on Skynamo’s success across the globe
  • A challenging and fun working environment that prioritizes learning and development as well as action
  • Exciting offices that offer in-house barista, daily lunches, and an active social calendar with co-workers
  • Pizza Fridays… yup, everyone gets a pizza, every Friday!

 


More about Skynamo

Skynamo’s mission is to change the sales conversation between sales managers and reps from “Are you doing your job?” to “How can we improve sales performance?” Over the years, we've worked with hundreds of companies and thousands of field sales professionals to help create transparency within their sales environment that leads to trust, collaboration, and smarter sales decisions.

 

Founded in 2012 in South Africa and with offices across SA as well as in the UK and US, we are approaching 1000 customers large and small across a wide range of industries including Food & Beverage, Building Materials & Hardware, Chemicals & Paints, and Automotive goods. Skynamo is a certified partner and app for Acumatica, Sage, BigCommerce and Xero. In 2019, Skynamo became one of the few tech companies worldwide to have achieved ISO 27001:2013 certification, the global benchmark in information security.

 

Skynamo received funding from private equity firm, Five Elms in January this year. Read more about that investment here.

 

To get to more about our culture and our people please check out: https://www.instagram.com/skynamohq/ and https://www.linkedin.com/company/skynamo/

 

Skynamo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, gender expression, age, or disabled status.

 

 

 

 

 


 

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  • Location
    Stellenbosch, Western Cape
  • Department
    Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level