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  • Posted: Feb 11, 2026
    Deadline: Feb 27, 2026
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  • About Weaver Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands Pay Just Now and FinChoice empower millions of South Africans through innovative Payments, Lending, and Insurance solutions. Were a data-first organisation built o...
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    Head of Support (PayJustNow)

    Role Overview

    • The Head of Customer Support leads customer operations across voice, digital, chat, and self‑service channels, ensuring a seamless, scalable, and high‑quality experience for all customers in a fast‑moving FinTech environment.

    Scope

    • This role covers PayJustNow support operations and second‑line MVNO / PJN Mobile support, including digital tooling, escalation pathways, and knowledge management.

    Key Responsibilities

    Leadership & Strategy

    • Set the customer support strategy and convert it into clear goals and KPIs.
    • Build a high‑performing, customer‑centric support organisation.
    • Align support operations with cross‑functional teams such as Product, Tech, and Operations.

    Operational Excellence

    • Lead day‑to‑day operations across Customer Service, Support, and Digital Service Analytics.
    • Improve service quality, turnaround times, and resolution performance.
    • Manage escalated customer cases to ensure quick and fair resolution.

    Digital Support & Automation

    • Own Freshworks (or equivalent) platform optimisation across channels and workflows.
    • Drive automation, AI‑enabled support, and digital‑journey enhancements.
    • Oversee knowledge base management and ensure content accuracy and accessibility.

    Incident & Problem Management

    • Lead the response to digital service incidents and ensure timely communication.
    • Conduct root‑cause analysis and implement preventative actions.
    • Maintain documentation, incident logs, and post‑incident review practices.

    Insights & Reporting

    • Analyse customer behaviour, performance data, and feedback to identify trends.
    • Report CX performance insights to senior leadership/Exco.
    • Oversee QA frameworks that ensure consistent service quality.

    People Leadership

    • Lead, coach, and develop team leaders and specialists.
    • Promote a culture of accountability, customer centricity, and continuous improvement.
    • Manage performance, training alignment, and succession planning.

    Governance & Financials

    • Ensure compliance with regulatory, operational, and data‑protection standards.
    • Manage budgets and identify opportunities for cost optimisation.
    • Support risk assessments, audits, and operational governance.

    About you

    • 8–12 years in customer service/support, with 5+ years in leadership roles.
    • Experience in FinTech, financial services, or digital‑first support environments.
    • Proven success running multi‑channel operations at scale.

    Core Leadership Strengths

    • Customer‑centric leadership
    • Data‑driven decision‑making
    • Multi‑channel operations expertise (voice, chat, digital, self‑service)

    Qualification

    • Bachelor’s Degree (NQF 7) in Business, Customer Experience, Operations, or related field.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Weaver Fintech Ltd on weaverfintech.simplify.hr to apply

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