Customer Service Manager

About Us

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.

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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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)