Level Up is hiring a Head of Customer Support in Johannesburg, Gauteng, South Africa.
Key Responsibilities
- Develop and implement customer support and Network Operations Center (NOC) strategy aligned with company growth objectives.
- Establish SLAs and KPIs for support operations and drive continuous improvement initiatives.
- Collaborate with executive leadership on customer retention and satisfaction strategies.
- Manage departmental budget and resource allocation.
- Build, lead, and mentor a high‑performing customer support and NOC team.
- Develop training programs and career progression pathways for support staff.
- Foster a customer‑centric culture focused on excellence and accountability.
- Conduct performance reviews and implement talent development initiatives.
- Manage shift scheduling to ensure 24/7/365 coverage.
- Oversee network monitoring, incident management, and problem resolution.
- Ensure proactive identification and resolution of network issues.
- Implement and maintain NOC tools, systems, and processes.
- Coordinate with technical teams for escalations and major incidents.
- Maintain comprehensive incident documentation and root cause analysis.
- Design and optimize multi‑channel support delivery (phone, email, WhatsApp, portal).
- Ensure timely resolution of customer queries, complaints, and technical issues.
- Develop and maintain knowledge base and self‑service resources.
- Implement customer feedback mechanisms and act on insights.
- Monitor and report on customer satisfaction metrics (CSAT, NPS).
- Oversee implementation and optimization of support ticketing systems.
- Drive adoption of automation and AI‑powered support tools.
- Ensure integration between NOC monitoring tools and support platforms.
- Maintain accurate customer and network documentation systems.
- Serve as primary escalation point for complex customer and partner issues.
- Build strong relationships with property management companies and key clients.
- Collaborate with Sales, Network Engineering, and Operations teams.
- Represent customer support in executive and cross‑functional meetings.
- Communicate service status and major incidents to stakeholders.
Qualifications
Education
- Bachelor's degree in Information Technology, Telecommunications, Business Administration, or related field.
- Relevant technical certifications (ITIL, Network+, CCNA) highly desirable.
- Advanced degree (MBA, MSc) is an advantage.
Experience
- Minimum 8–10 years of experience in customer support or NOC operations in the telecommunications/ISP industry.
- At least 5 years in leadership roles with proven track record in managing 24/7 support operations.
- Experience with fibre and wireless network technologies.
- Demonstrated success in building and scaling support teams.
Technical Skills
- Deep understanding of telecommunications infrastructure (fibre, wireless, routing, switching).
- Proficiency with NOC monitoring tools (e.g., Nagios, PRTG, SolarWinds).
- Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
- Knowledge of ITIL framework and best practices.
- Familiarity with VoIP, network protocols, and troubleshooting methodologies.
Leadership & Soft Skills
- Exceptional leadership and people management abilities.
- Strong analytical and problem‑solving skills.
- Excellent communication skills (written and verbal).
- Ability to work under pressure and manage crisis situations.
- Customer‑focused mindset with empathy and patience.
- Data‑driven decision‑making approach.
- Strategic thinking with operational execution excellence.
Key Competencies
- Customer service excellence and relationship management.
- Operational leadership and process optimization.
- Technical troubleshooting and incident management.
- Change management and continuous improvement.
- Cross‑functional collaboration.
- Conflict resolution and negotiation.
- Budget management and resource planning.
Performance Metrics
- Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
- First Contact Resolution Rate.
- Average Response and Resolution Times.
- SLA Compliance Percentage.
- Network Uptime and Mean Time to Repair (MTTR).
- Team Productivity and Utilization Rates.
- Customer Churn and Retention Rates.
- Support Cost per Customer.
Seniority Level
Executive
Employment Type
Full‑time
Job Function
Other
Industries
Marketing Services
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