Head of Customer & Business Support Operations

Responsibilities

• Lead, coach, and inspire Customer Service Managers, Team Leaders, and Representatives
• Develop key metrics and KPIs to measure customer experience and financial performance
• Oversee end-to-end management of Takealot and Superbalist customer service operations
• Manage the full divisional budget and plan staffing/resource requirements
• Own weekly, monthly, and bi-annual reporting for productivity, CSAT, and NPS
• Manage third-party providers, communication systems, and telephonic platforms
• Drive operational efficiencies and implement change management controls

Requirements

• Bachelor's Degree or Advanced Diploma
• Minimum 5–7 years of overall professional experience
• At least 5 years in a Customer Service Operations Management role
• Proven experience managing large-scale customer service operations
• Demonstrated success leading projects to improve support processes

Preferred Qualifications

• MBA

About the Company

Lead customer service operations for some of South Africa's largest e-commerce brands, including Takealot and Superbalist, shaping the future customer experience in a fast-paced, data-driven environment.