Customer Service Manager at Bash.com

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

18 Aug, 26

Salary

0.0

Posted On

20 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, CRM Configuration, SLA Management, Quality Assurance, Performance Reporting, Process Improvement, Freshdesk, Written Communication, Time Management, E-commerce, Operational Governance, Staff Scheduling

Industry

technology;Information and Internet

Description

WHO WE ARE AT BASH We are a team of leaders, bold thinkers and friends, and we’re on a mission to create remarkable omni-channel experiences for our customers. We believe that by being Bold, Accountable, Simple and Human, our values will lead us forward, keeping us real, connected and directed. By leveraging the power of technology and exceptional talent, we are building products that bring the physical and digital world together to create communities that prosper. This journey requires grit, ambition and teamwork as we transform SA retail for the better. And we’re only just getting started. Now is the time to jump onboard. We are creating a leading omni-channel retailer that seamlessly offers customers: digital and physical shopping experiences, wide-ranging logistics services, bespoke financial services, and value-added services and are looking for a new Customer Support Manager to join our Customer Support team. An experienced Customer Support Manager will help own and manage the JD Sports support function, ensuring SLA adherence, quality control, process discipline, reporting accuracy, and operational stability within a lean structure. This is a hands-on leadership role combining people management, reporting, process ownership, and basic CRM configuration. Help us bring a customer-centric focus to our team at scale while elevating the brand essence. This role is broad and rewarding as you will be responsible for providing service to our clients and team. WHAT YOU’LL DO Manage daily ticket volumes Monitor backlog and SLA performance Conduct QA reviews Coach and develop agents Schedule staffing within business hours Produce weekly performance reporting Analyse contact drivers Identify trends and risks Provide insights to brand leadership Maintain Freshdesk ticket fields Adjust simple automations Monitor SLA triggers Create and update SOPs Align FAQs with policies Drive process improvements Own operational governance WHO YOU ARE: This job is for you if you have: 4–7 years experience in customer support 2+ years in a Team Lead or other leadership role Strong Freshdesk / CRM familiarity Strong written communication Experience building or stabilising support functions Skills you already have: Well spoken and can communicate clearly & concisely Solution Finder Resourceful - Enjoy research and learning Basic understanding of math & numeracy" Strong organizational and time management skills. Internet savvy, familiarity with e-commerce. Must have a sense of urgency, be self-motivated, and be proactive. JOINING THE BASH TEAM We empower our people to choose where they would like to do their best work, with the tools they need to get there but we also encourage our teams to travel so we can also make magic happen face to face. Our offices are a vibe, which doesn’t hurt. They are decked out to make collaboration easy and help our team create lasting connections with each other. We bring teams together for planning, celebration, ideation and onboarding, and more. BASH PERKS Our perks are supercharged by our intangible benefits, like the optionality that comes with building a hyper growth business, being surrounded by the best talent in the biz and building great products that wow our customers and drive growth for our country. Best of the Best - The wealth of talent we have will surprise + inspire you Security within a startup - The best of both worlds. TFG's buy-in lets us invest in the people and initiatives we believe in. Agency and Optionality - Use the ambition and collective force of our talent to drive your career in the direction you dream. Connection and Friendship - We make sure you connect, laugh and have fun with the team. Play hard, work hard vibes. Top $$ - The best people, in the right roles, earning at the top tier. Your Time - We’ve got generous paid holiday, wellbeing leave and even Birthday leave for you to enjoy when you need it. Exclusive Shopping Discount - Save when you shop across over 500 brands in-store and on bash.com.

Responsibilities

Manage daily ticket volumes and SLA performance while overseeing the JD Sports support function. Responsible for coaching agents, producing performance reports, and maintaining CRM automations and SOPs.