Job Application for Customer Support Ops Manager at Bash.com

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’re looking for a hands-on Customer Support Ops Manager to own and run our support function. This is a lean setup with big visibility — ideal for someone who enjoys taking ownership, keeping things simple, and driving a consistently strong customer experience.

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

Own the day-to-day support operation and keep things running smoothly
Manage ticket volumes, backlog, and SLA performance
Review quality and coach agents to improve
Track contact drivers and share actionable insights
Maintain and improve SOPs, FAQs, and basic CRM setup (Freshdesk)
Identify and implement improvements to make the operation more efficient

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.

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Customer Support Ops Manager