Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager to lead our support team at 1‑grid’s Cape Town office. Reporting to the Head of Customer Experience, you will be responsible for optimizing daily operations, driving performance and ensuring a high‑quality customer experience across all channels.

Key responsibilities

• Lead, coach and support the day‑to‑day activities of the support team, monitoring KPIs such as response times, resolution rates and CSAT.
• Manage team scheduling, shifts and real‑time queue monitoring to meet service level targets.
• Act as an escalation point for urgent or sensitive customer issues and ensure consistent service quality.
• Collaborate with Hosting, Billing, Product, Sales and Technical teams to resolve customer‑impacting problems.
• Produce regular reports on performance metrics, trends and insights for leadership.
• Maintain and improve support SOPs, workflows and recommend automation or tooling improvements.

Required profile

• Experience in web hosting or a technical support environment.
• Proactive self‑starter with a strong work ethic and can‑do attitude.
• Strong leadership and people‑management capabilities.
• Analytical mindset comfortable interpreting data and KPIs.
• Customer‑centric mindset with a passion for service excellence.

Required skills

• Freshdesk
• Freshchat
• Reporting dashboards