Support Operations Lead

Recruiter:

Communicate Recruitment

Job Ref:

CTI005832/SH

Date posted:

Wednesday, October 8, 2025

Location:

Cape Town, South Africa

SUMMARY:
Paging Dr. Debug!
If you’ve got a steady hand under pressure, a sharp eye for system symptoms, and a passion for diagnosing and treating support chaos—this is your call to scrub in.
We’re working with a global tech team that’s building powerful automation tools, and they need a Support Operations Lead to step into the role of Chief Support Surgeon. Your mission? Keep the support ward running, stabilize critical incidents, and ensure every ticket gets the care it deserves.

POSITION INFO:

Your Daily Rounds:
Triage Master: Monitor the support queue like an ER intake nurse—prioritize, assign, and respond with precision
Incident Surgeon: When systems flatline, you lead the code blue—escalate, communicate, and revive
Vitals Monitor: Track KPIs, SLA vitals, and prescribe improvements where needed
Process Medic: Standardize workflows, eliminate inefficiencies, and automate the repetitive stuff
Team Physician: Lead daily standups, manage shift rotations, and keep your team in peak condition
Global Rounds: Collaborate with international teams and occasionally cover North American hours

Your Medical File:
3-year IT or business-related degree/diploma
2–3 years leading a technical support/helpdesk team
Experience with ticketing systems (Jira, Zendesk, etc.)
Strong diagnostic instincts and a love for clean, efficient systems
Excellent communicator with a customer-care mindset
South African citizen or valid work permit holder

Contact Seth Hickley at or call
Quote Ref: CTI005832.

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