{"id":1806161,"url":"https://alion.io/job/core-customer-support-manager","title":"Customer Support Manager","company":{"id":3880289,"name":"Core","domain":"core.co.za","url":"https://alion.io/company/core-14","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Simplify","truth_index":{"grade":"B","score":75,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-04T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sandton, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":808},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-04T22:35:18Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"iStore is looking for an experienced Customer Support Manager to lead and grow our customer support operation.\nIn this role, you will take ownership of the end-to-end customer support function, leading a team of Customer Support Agents who manage customer queries, service requests, onboarding support, complaints and disputes across multiple channels.\nYou will be responsible for ensuring that customers receive accurate, timely and fair resolutions, while driving service excellence, team performance, quality and operational efficiency.\nWorking closely with Risk Operations, Collections, IT, Finance and other internal stakeholders, you will use customer and operational insights to identify trends, resolve recurring issues and continuously improve the customer experience.\nKey responsibilities\nTeam leadership & people management\nLead, coach and performance-manage the Customer Support team.\nSet and monitor clear daily, weekly and monthly service, productivity and quality targets.\nConduct regular one-on-ones, coaching sessions and call/interaction quality reviews.\nBuild a high-performance, customer-focused team culture.\nRecognise strong performance and address performance gaps through appropriate coaching and corrective action.\nSupport succession planning and the ongoing development of team members.\nManage team rostering, leave and workforce planning to ensure appropriate coverage against customer volumes and service-level requirements.\nCustomer support & service management\nOwn the end-to-end customer support journey, including inbound queries, onboarding support, account servicing and general customer assistance.\nEnsure customer queries and service requests are resolved accurately, professionally and within agreed turnaround times.\nMonitor individual and team performance and take corrective action where service levels or quality fall below expectations.\nEnsure customer cases, interactions and service requests are accurately recorded and maintained across relevant systems.\nPromote a consistent and customer-centric approach across phone, email and digital support channels.\nComplaint & dispute resolution\nTake ownership of escalated customer complaints and disputes.\nEnsure complaints are handled fairly, consistently and in line with internal policies and regulatory requirements.\nMonitor complaint and dispute trends and identify recurring issues and root causes.\nPartner with relevant internal teams to implement corrective actions and improve customer outcomes.\nEnsure complaints are accurately logged, tracked and resolved within required turnaround times.\nProvide regular reporting on complaint volumes, themes, trends and resolution outcomes.\nStakeholder management\nAct as the key link between Customer Support and internal functions including Risk Operations, Collections, Legal/Compliance, IT and Customer Experience.\nCollaborate with the Risk Operations Manager and Collections Manager on customer matters involving credit decisions, arrears and account servicing.\nShare customer and agent insights with the Senior Operations Manager to support broader customer experience and operational improvements.\nBuild strong relationships with internal stakeholders to ensure effective resolution of cross-functional customer issues.\nSystems, MI & reporting\nOperate confidently across customer support, CRM, case management and telephony platforms.\nAct as a super-user and point of support for the Customer Support team.\nProduce accurate daily, weekly and monthly management information covering service levels, productivity, quality, complaints and team performance.\nUse MI and performance data to identify trends, root causes and opportunities for improvement.\nIdentify system and data issues that impact customer support performance and collaborate with IT/digital teams to resolve them.\nDrive continuous improvement through data-led insights and operational reporting.\nEnsure customer support activities comply with applicable legislation, including the National Credit Act (NCA) and POPIA, as well as internal policies and procedures.\nConduct and/or oversee quality assurance reviews of customer interactions.\nMaintain accurate records and documentation of customer interactions and support activities.\nIdentify and escalate potential compliance, conduct or reputational risks.\nEnsure customer interactions consistently meet required quality and compliance standards.\nRequired\n5-8 years' experience in customer support, customer service or a related operational environment.\n2-3 years' experience managing a team of customer support/contact centre agents.\nProven experience managing customer complaints and dispute resolution processes.\nStrong knowledge of customer support, CRM and case management systems.\nStrong MI and reporting capability, with advanced Excel skills.\nGood understanding of the South African consumer protection and credit regulatory environment, particularly NCA and POPIA.\nA Bachelor's degree in Business, Communications or a related field will be advantageous, but is not essential.\nAdvantageous\nExperience within consumer lending, retail finance or financial services.\nExposure to digitally enabled customer support environments.\nExperience managing digital and self-service customer support channels.\nExperience working with multiple customer service technologies and platforms.\nWe are looking for someone who demonstrates:\nStrong people leadership, coaching and performance management capability.\nA customer-first mindset with strong complaint and query resolution skills.\nAnalytical and MI-driven decision-making.\nStrong stakeholder engagement and relationship-building skills.\nConfidence working across multiple systems and technology platforms.\nExcellent communication skills across customer, team and stakeholder interactions.\nHigh levels of integrity, accountability and compliance awareness.\nA proactive approach to identifying problems and implementing practical solutions.\nThe ability to remain calm and effective when dealing with escalated customer matters.\nWorking conditions\nBased at 1 Sandton Drive, Johannesburg.\nStandard office hours, with flexibility required when responding to urgent customer service escalations.\nRegular collaboration with Risk Operations, Collections, Finance, IT/Systems and other internal teams.","description_format":"text","description_chars":6293,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T19:17:49Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.577,"p_room":0.9,"age_days":11,"expected_fill_days":30,"reasons":["conf:1","stale_co","win:mid"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/core-customer-support-manager","json_url":"https://alion.io/job/core-customer-support-manager.json","meta":{"generated_at":"2026-10-05T00:24:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":363,"day_limit":5000,"remaining_today":4637,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}