Support Manager at West Coast Personnel

• 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.

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

Customer Support Operations

• 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

Operational Support & Service Delivery

• 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

Customer Relationship Management

• 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

Requirements:

• 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