Customer Support Manager (100% Remote from South Africa) (This is not a EA role)

Hours: Full-Time — 14:00 PM to 23:00 PM SAST

Role Type: Contract to Perm Full-Time (Customer Experience & Support Operations)

The strategic part of this job is that the Customer Support Manager is responsible for designing, improving, and scaling the entire support ecosystem, and using customer insights to influence business decisions.

It is not just “managing support”. It is building a support function that protects revenue, improves products, and strengthens member loyalty.

About the Role

The Client is looking for a Customer Support Manager to own the full support

experience for its members, program participants, and digital product customers. This is not a reactive inbox role. This is a builder role for someone who understands that customer support is a revenue function, done well, it retains members, converts complaints into loyalty, and surfaces insights that make the business better.

The person in this role is the first and most consistent voice our members hear when they need help. They are calm under pressure, precise in communication, and proactive in designing systems that prevent problems before they escalate. They set the tone for how WBS treats every person who invests in our programs, and they take that responsibility seriously.

Core Responsibilities

1. Support Operations Management

• Support Ownership: Own and manage the end-to-end support function across all WBS programs, memberships, and digital products

• Daily Ticket Management: Monitor and respond to tickets, emails, and member queries across all support channels with speed, accuracy, and warmth

• SLA Management: Maintain and improve first-response and resolution time targets,

tracking performance against defined SLAs

2. Team Leadership & Standards

• Team Oversight: Manage and mentor support team members (where applicable), setting clear expectations for tone, quality, and resolution standards

• Quality Standards: Build and improve a Support Standards Guide that defines how WBS communicates, empathetic, direct, and on-brand, at every touchpoint

• Performance Reviews: Conduct regular reviews of support interactions to identify coaching opportunities and ensure consistency across the team

3. Systems, SOPs & Self-Service

• SOP Development: Build and maintain support SOPs, FAQ libraries, and self-service

knowledge base resources that reduce repetitive ticket volume without reducing warmth

• Issue Analysis: Identify recurring issue patterns and proactively address root causes

through documentation, product feedback, or process improvement

• Automation & AI: Leverage AI tools and support automation to streamline workflows and improve response quality and speed

4. Escalation & Retention

• Escalation Management: Handle escalated member concerns with professionalism and sound judgment, knowing when to resolve, when to escalate, and when to turn a difficult moment into a loyalty win

• Retention Focus: Identify at-risk members based on support signals and proactively

engage to reduce churn

• Cross-Team Coordination: Coordinate with programs, sales, and finance teams on refund requests, billing disputes, and access issues

5. Reporting & Insights

• Metrics Tracking: Track and report on key support metrics, ticket volume, resolution time, satisfaction scores, and recurring themes, on a weekly and monthly basis

• Insight Reporting: Surface member feedback trends and recurring pain points to

leadership to inform program improvements, onboarding updates, and product decisions

• CRM Maintenance: Maintain accurate records in the CRM and support platforms, keeping member interaction history current and accessible

6. Administrative & Operational Support

• Scheduling Assistance: Provide scheduling and administrative support to the operations team as required

• Asset Management: Manage support asset libraries, template banks, and shared resource folders, ensuring everything is organised and accessible

• Member Lifecycle Support: Support onboarding and offboarding processes from a

member-experience perspective, ensuring smooth transitions at every stage

Qualifications & Experience

Required

• 3+ years in a customer support or customer success role, with at least 1 year in a team lead or management capacity

• Demonstrated ability to manage high-volume support environments, digital products, online courses, memberships

• Exceptional written communication skills, warm, professional, and clear across all support touchpoints

• Strong self-management and organisational skills; able to prioritise across multiple open issues without dropping the ball

• Proficiency with helpdesk platforms (e.g. Freshdesk, HubSpot Service Hub, or similar)

• Proficiency with Google Workspace (Docs, Sheets, Slides) and online communication

platforms (Discord or equivalent)

• Genuine interest in AI, you do not need to be an expert, but you must be actively curious and willing to build fluency fast

• Fully remote-ready setup: reliable laptop, webcam, and fast, stable internet connection

Advantageous

• Experience supporting coaching programs, e-learning platforms, or membership

communities

• Exposure to GoHighLevel (GHL), our core delivery platform

• Background in customer retention, upsell conversations, or customer success strategy

• Familiarity with AI tools for support automation, response drafting, or knowledge base

generation

• Experience building or refining support SOPs and self-service documentation from scratch

Tools & Platforms

Working proficiency required or expected across the following:

Category

Support / Helpdesk

Productivity

Communication

CRM

Tools

Freshdesk, HubSpot Service Hub, or similar

Google Workspace (Docs, Sheets, Slides)

Discord or equivalent

GoHighLevel (advantageous)

AI Tools

Come to Me When…

Comfortable adopting AI tools for workflow efficiency

The Customer Support Manager is the right first call for all member-facing support, escalations, and service experience concerns.

• A member has a question, complaint, or concern about a program, product, or their account

• A support ticket needs to be escalated beyond standard resolution

• A member is showing signs of disengagement or is at risk of cancelling

• You need support SOPs, FAQ documents, or knowledge base resources created or updated

• You need insight on recurring member pain points or support trends

• You need help coordinating a refund, billing dispute, or access issue with the relevant team

Applications are limited to candidates who possess the necessary experience and demonstrated skills required to perform this role effectively.