Support Manager

SUMMARY:
A fast-paced software company is looking for an experienced Support Manager to lead and coordinate its customer support operations team. This is a leadership-focused role suited to someone who thrives in a customer-centric operational environment — managing people, improving service delivery, handling escalations, and ensuring customers receive professional and efficient support.

We are specifically looking for someone with strong support operations and team management experience, rather than a pure software development or engineering background.

POSITION INFO:
Key Responsibilities:
Team & People Management

• Lead, mentor, and motivate the support team
• Manage team performance, scheduling, and after-hours support coverage
• Drive accountability, professionalism, and excellent customer service
• Coach team members and support ongoing development

• Oversee daily Helpdesk and customer support activities
• Ensure support tickets and customer queries are resolved within agreed service levels
• Handle escalations and manage high-priority customer issues
• Improve communication standards and customer satisfaction

• Improve support processes and operational workflows
• Monitor support trends and identify areas for improvement
• Maintain support procedures and documentation
• Work closely with internal teams to ensure smooth service delivery

• Build strong customer relationships
• Act as the key point of contact for operational support concerns
• Identify recurring customer challenges and help drive solutions
• Ensure customers receive a professional and responsive support experience

• Minimum 5 years’ experience in customer support, service delivery, or support operations
• Minimum 3 years’ experience managing a support or customer service team
• Experience working in a software, SaaS, logistics, or operational support environment
• Strong leadership and people management skills
• Excellent communication and customer engagement abilities
• Ability to work in a fast-paced, high-pressure environment
• Strong problem-solving and organisational skills
• Experience within exports, logistics, warehousing, fresh produce, or supply chain environments
• Exposure to ERP or operational software systems
• Experience managing customer escalations and service delivery processes
• Experience managing remote or distributed teams
• Is passionate about customer service and support excellence
• Can manage escalations professionally and calmly
• Is highly organised and operationally driven
• Can coordinate effectively between customers and internal teams