Customer Support Manager

Why this role matters

As a Customer Support Manager (SSA/Global Shared), you are responsible for overseeing a team of Support Executives and Team Leads, while also actively addressing customer issues within designated regions. The role’s primary objective is to drive high performance and engagement within the support team, ensuring excellent customer service and alignment with regional standards

What you'll actually do

1. Team Performance Management

• Organising, reporting and submitting quarterly KPIs. 
• Participating in previous period reviews to identify gaps and improvement areas.
• Participating in quarterly calibration of performance ratings.

2. People & Talent Management

• Leading recruitment, participating in and selecting for the respective region.
• Identifying, interviewing, and selecting candidates for internal promotion, providing feedback, and aligning with the hiring manager for external promotion.
• Overseeing new hires on-boarding, conducting welcome meetings, and mid-probation reviews. 
• Completing, calibrating, and reviewing skill matrix.

3. Operational Planning

• Calibrating, identifying and forecasting headcount in collaboration with Work Force Management. 
• Coordinating and signing off scheduling, including leave management, OT and night shifts tracking, and weekly schedules. 
• Identifying operational priorities through backlog and task allocation.
• Review and assess special requests, including short-term remote work and emergency leave requests

4. Performance & Development Review

• Conducting quarterly performance reviews, yearly self appraisal, and semi-annual HiBob reviews.
• Managing Action Plan (PAP) and Personal Development Plan (PDP) reviews. 
• Conducting yearly review of team's salaries and levels.
• Lead the growth and professional development of team members, including Team Leaders

5. Team Engagement & Discipline

• Undertaking coaching sessions, providing feedback, and identifying training needs for the team.
• Reviewing and validating team building and team’s recognition plans and budget. 
• Counselling and disciplining employees; managing off-boarding meetings and the termination process.
• Supporting and creating a motivated, engaged and supportive working environment; ensuring open time for 1-on-1s.

6. Customer Service Strategy

• Provide customer service insights and recommendations to support regional and departmental strategic planning and reviews.
• Implementing productivity, quality, and customer-service standards. 
• Identifying customer service trends, volumes, incidents and their impact.
• Develop and implement action plans to mitigate the impact of increased volumes, incidents, or market events.

7. Cross-Functional & Business Alignment

• Preparing, reviewing data accuracy, action plans, and presenting/discussing regional results for Monthly and Quarterly Business Reviews. 
• Meeting and aligning with stakeholders (Data office, KYC, payment, EKM, product owners) for products, systems and process improvements and collaboration. 
• Attending weekly catch-ups with CSM, weekly reporting, Team leader/CSM cross region meetings and regional sales business reviews

8. Other Initiatives and Incidents

• Reviewing and proceeding with terminating user PA with funds.
• Supporting other team's initiatives by providing data and insight.
• Reviewing and aligning on the incident impact and process with the incident manager

Who we’re looking for

• At least 5 years experience in Customer Support
• Bachelor’s Degree in Business Administration, Management, Communications, or a related field.
• Relevant professional certifications are an advantage, such as:
  
  • Customer Service or Support Management certifications (e.g., ITIL, HDI, CCXP, or equivalent)
  • Leadership or people management certifications
  • Quality management or process improvement certifications (e.g., Six Sigma, Lean)
• Equivalent practical experience in customer support leadership may be considered in lieu of formal education.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us
• Meal and transport allowance
• Free gym membership and monthly wellness allowance for your sport or fitness of choice
• Holiday flight and accommodation coverage after 1 year of service

What your journey looks like

1. TA Interview with Recruiter (30 minutes)
2. Leadership Assessment
3. Test Task
4. Final Interview (60 minutes)

Application Deadline: 10 February 2026

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.