Customer Service Manager

Customer Care Manager | South Africa Remote role for International brandTitle: Customer Care ManagerIndustry: Premium, digitally native retail brandLocation: South Africa (Remote)Contract: Full-time, independant contract (40 hours per week)Salary: R35,000 - R40,000 per month (DOE)We’re supporting a premium, customer-first brand in appointing a Customer Care Manager to lead day-to-day service delivery, elevate the customer experience, and build a high-performing support function.Scope of Role: Own the end-to-end customer care function (email/WhatsApp/social/phone as relevant)Lead service standards, response times, tone of voice, and customer happiness metricsManage escalations with calm, solution-led communicationImprove workflows, FAQs, macros, and internal processes to reduce frictionPartner with internal teams (operations/fulfilment/product) to close feedback loopsTrack performance and report on trends, issues, and opportunitiesWork closely with 3PL and logistics partners to resolve delivery-related queries efficientlyWorking Pattern:40 hours per week (8 hours per day), typically Monday-Friday, with occasional weekend work as requiredYou will be required to align with the UK team’s core working hours: 10:00-16:00 (GMT)Flexibility is required, which may include public holidays or weekends when business needs demand itThe Ideal Profile:Proven experience leading a customer care function (ideally within premium retail / DTC / hospitality / lifestyle)2+ years’ experience managing a customer care teamExperience working with digitally native retail businessesStrong knowledge of 3PL/logistics workflows and handling delivery/escalation issuesExperience supporting customers in the UK and/or US market is a plusConfident communicator with excellent written and verbal skillsCalm under pressure, highly organised, and solutions-drivenComfortable working across customer service tools/CRMs and reporting on KPIsConfidential Search DisclaimerThis is a confidential appointment. Further details will be shared with shortlisted candidates. If you have not heard back within two weeks, please assume your application has not been successful on this occasion.

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Customer Care Manager | South Africa Remote role for International brandTitle: Customer Care ManagerIndustry: Premium, digitally native retail brandLocation: South Africa (Remote)Contract: Full-time, independant contract (40 hours per week)Salary: R35,000 - R40,000 per month (DOE)We’re supporting a premium, customer-first brand in appointing a Customer Care Manager to lead day-to-day service delivery, elevate the customer experience, and build a high-performing support function.Scope of Role: Own the end-to-end customer care function (email/WhatsApp/social/phone as relevant)Lead service standards, response times, tone of voice, and customer happiness metricsManage escalations with calm, solution-led communicationImprove workflows, FAQs, macros, and internal processes to reduce frictionPartner with internal teams (operations/fulfilment/product) to close feedback loopsTrack performance and report on trends, issues, and opportunitiesWork closely with 3PL and logistics partners to resolve delivery-related queries efficientlyWorking Pattern:40 hours per week (8 hours per day), typically Monday-Friday, with occasional weekend work as requiredYou will be required to align with the UK team’s core working hours: 10:00-16:00 (GMT)Flexibility is required, which may include public holidays or weekends when business needs demand itThe Ideal Profile:Proven experience leading a customer care function (ideally within premium retail / DTC / hospitality / lifestyle)2+ years’ experience managing a customer care teamExperience working with digitally native retail businessesStrong knowledge of 3PL/logistics workflows and handling delivery/escalation issuesExperience supporting customers in the UK and/or US market is a plusConfident communicator with excellent written and verbal skillsCalm under pressure, highly organised, and solutions-drivenComfortable working across customer service tools/CRMs and reporting on KPIsConfidential Search DisclaimerThis is a confidential appointment. Further details will be shared with shortlisted candidates. If you have not heard back within two weeks, please assume your application has not been successful on this occasion.