Customer Service Manager

About the role

1-grid, a fast-growing web hosting company in Cape Town acquired by recognised internet services leaders, is looking for an experienced Customer Service Manager. The role is based in the Cape Town office and reports to the Head of Customer Experience. You will lead and optimise the support team's daily operations to deliver exceptional customer service, drive performance and support the company's broader customer experience strategy.

Key responsibilities

• Lead, coach and support the day-to-day activities of the support team, driving accountability, productivity and morale, and monitor KPIs such as response times, resolution rates and CSAT
• Manage scheduling, shifts and availability, monitor real-time queues and escalate systemic issues affecting productivity or customer experience
• Act as escalation point for urgent or sensitive issues, ensure consistent quality across channels, and support the Head of CX with customer journey pain point tracking
• Support hiring of consultants with HR and the Head of CX, foster mentorship, onboard new hires and identify skill gaps
• Collaborate with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues and feed support feedback into product and operational decisions
• Report daily, weekly and monthly metrics, trends and insights to the Head of CX, and act on NPS, CSAT and other VoC feedback
• Ensure adherence to SOPs, escalation processes and SLAs, maintain support workflows and recommend automation or tooling improvements

Required profile

• Experience in web hosting or a technical support environment
• Proactive, self-starter with strong work ethic and multi-tasking skills
• Leadership and people management skills, analytical mindset and customer-centric approach
• Effective communication across levels and teams

Required skills

• Familiarity with customer support tools such as Freshdesk/Freshchat and reporting dashboards
• Understanding of support operations and KPIs