Customer Support Manager

Boodle is looking for an exceptional, hands-on, and operationally strong Customer Support Manager to lead a dynamic customer support environment in Braamfontein, Johannesburg.

This opportunity suits a high-calibre support leader who can raise service standards, strengthen accountability, manage a broad support scope well, and turn day-to-day support activity into measurable improvement.

This is a true management role with full accountability for people, workflows, escalations, quality, reporting, and results across the support function. We are looking for someone genuinely strong in leadership, execution, and operational control, not someone who only carries the title.

Because of the support scope, the role may also require rotational shift coverage and up to two weekends per month based on operational demand, service levels, and team coverage requirements.

What The Role Covers

· Leading and developing a customer support team across tickets, live chat, calls, escalations, and internal support queries.

· Driving KPIs, SLAs, QA outcomes, productivity, backlog control, and service consistency.

· Using data, reporting, and root-cause analysis to identify gaps in performance, training, workflow design, and system usage.

· Improving support processes, templates, knowledge-base content, escalation paths, and operational controls.

· Coaching agents and team leads using actual service interactions, QA findings, and measurable performance trends.

· Supporting automation, AI-assisted workflows, and smarter support operations within the Zoho ecosystem.

· Managing support coverage requirements, including rotational shifts and weekend support where required by the operating environment.

· Setting the tone for a disciplined, high-performance support culture with strong ownership and execution standards.

What We Need

· Previous experience in customer support leadership, support supervision, team leadership, or a comparable service operations role.

· Strong knowledge of KPIs, SLAs, QA scorecards, coaching frameworks, and performance management in a live support environment.

· Demonstrated experience improving measurable support outcomes through process, people, reporting, or system changes.

· Practical experience with Zoho products, including Zoho Desk, SalesIQ, Voice, Meeting, Assist, Learn, and People.

· Confidence managing escalations, pressure, competing priorities, and a team culture built on ownership and professionalism.

· Willingness to work within a support environment that may require shift-based coverage and up to two weekends per month.

· A strong management presence with the maturity, judgement, and energy to lead a demanding support operation well.

Advantageous Experience

· Financial services, fintech, online lending, collections support, or another regulated service environment.

· Zoho Analytics, dashboards, macros, workflows, blueprints, or support automation.

· AI-assisted support tools, chatbot workflows, knowledge-base optimisation, or agentic AI concepts.

· Training material, SOP, or internal process design that improved quality or consistency.

Shortlisting Process

As part of the shortlisting process, selected candidates may be asked to prepare a short practical presentation on how they would build, measure, and improve a high-performing customer support function. The presentation should highlight improvements they have personally implemented and the measurable impact achieved.

How To Apply

1. Submit your CV to careers@boodle.co.za with the subject line: Customer Support Manager Application.

2. Include a short cover note outlining your support leadership experience, the Zoho products you have used, and one measurable improvement you implemented in a previous environment.

3. Applications without this short note may not be reviewed.

Pay: From R20 000,00 per month

Work Location: In person