Titre du poste

Customer Support Manager - Lusaka

Description

Position : Customer Support Manager - Lusaka

We are looking for a Customer Support Manager.
Responsibilities :

  • Lead, mentor, and supervise a team of customer support representatives.
  • Develop customer service policies, workflows, and quality standards.
  • Manage customer escalations and ensure prompt resolution.
  • Monitor performance metrics such as response times, CSAT, and ticket resolution rate.
  • Collaborate with product, sales, and marketing teams to improve customer experience.
  • Implement customer support tools, CRM systems, and automation processes.
  • Train staff on customer service best practices and product knowledge.
  • Use customer feedback to recommend improvements to products or services.

Required profile for job ad : Customer Support Manager - Lusaka

  • Bachelor’s degree in Business, Communications, Customer Service, or related field.
  • Proven experience in customer support, customer service operations, or team leadership.
  • Strong leadership, coaching, and conflict-resolution skills.
  • Proficiency with customer support and CRM tools (e.g., Zendesk, Freshdesk).
  • Ability to analyze data and make informed decisions.
  • Excellent communication and problem-solving abilities.

Job criteria for job ad : Customer Support Manager - Lusaka

  • Job category :
    IT, new technologies - Marketing, communication - Sales
  • Industries :
    Banking, insurance, finance - Engineering, development studies - IT, software engineering, Internet - Marketing, communication, media
  • Employment type : Permanent contract - Freelance - Part-time work
  • Region : Lusaka - International
  • City : Lusaka
  • Remote work :
    Yes
  • Experience level : 5 to 10 years - More than 10 years
  • Educational level : Bachelor - Master - Doctorate
  • Spoken language :
    english > good level
  • Number of Position(s) : 25
  • Salary expectations :
    > ZMW 80,000
  • Team management :
    Yes
  • Communication
  • ZENDESK
  • CRM
  • Customer Service
  • Sales
  • Marketing
Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.
Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Type de poste
Temps plein
Lieu du poste
Lusaka, Zambie
Date de publication
3 décembre 2025
Valide jusqu’au
1 février 2026
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Poste : Customer Support Manager - Lusaka

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