We are looking for a proactive, solutions-focused Customer Support Manager to lead and scale our Support team. In this role, you will ensure our customers consistently receive timely, effective, and friendly assistance, while maintaining a balance between excellent service and operational efficiency. You will be responsible for motivating, supporting, and developing a high-performing team, refining internal processes, and driving collaboration across departments to enhance the customer experience.
Requirements:
Please note this is an in-office role that requires you to be in our Claremont office Monday to Friday.
Must-have:
✔ 3–5+ years in a customer support leadership role, ideally in SaaS, tech, or service-based companies.
✔ Strong people management skills with a passion for coaching and team development.
✔ Strong understanding of customer support metrics and tools.
✔ Excellent communication, problem-solving, and conflict-resolution abilities.
✔ Calm and focused under pressure, especially in a fast-paced, tech-driven environment.
✔ Confident working independently, managing multiple projects and priorities.
✔ Passion for creating positive customer experiences.
✔ Experience with CRM/helpdesk software (ideally HubSpot) is a plus.
Key Responsibilities:
Team Leadership & Development
- Recruit, train, and mentor a high-performing customer support team.
- Set clear performance expectations and conduct regular KPI evaluations.
- Foster a culture of accountability, learning, and customer-centricity, while fostering a positive team culture.
Customer Support Operations
- Oversee day-to-day customer support operations, including queue management, SLAs, and ticket escalations.
- Oversee and maintain help desk systems and knowledge bases.
- Analyse support metrics and customer feedback to identify improvement areas.
Customer Satisfaction & Quality
- Monitor and enhance support quality through audits, reviews, and coaching.
- Drive initiatives to improve customer satisfaction and first contact resolution rates.
- Ensure complex or high-priority customer issues are owned and resolved.
Cross-Functional Collaboration
- Work closely with Sales, Finance and Customer Success teams to communicate customer issues and feedback.
- Coordinate with marketing and training teams to deliver support-related content (FAQs, tutorials, etc.).
Process & Technology Optimisation
- Identify opportunities for automation and process improvements to reduce response time and increase efficiency.
- Champion the use of AI, bots, or chat tools to enhance the support experience.
How To Apply:
Please email your CV and a short cover letter to jobs@dineplan.com with the subject line “Customer Support Manager – YOUR NAME” in the subject line.
About Dineplan:
Dineplan was founded in 2011 when two schoolmates met over a beer and decided to start a business together – building reservations management software in South Africa, for South Africa’s restaurants. Our key focus is on reservation management, but our platform also includes CRM, marketing, online ordering, digital menus, reporting, and payment processing amongst other areas.
Today, Dineplan isn’t only one of the leading restaurant reservation platforms, but also a mobile app and website for over 500,000 diners to conveniently book tables online. We get how restaurants work because we’ve helped thousands of them. We relate to clients’ challenges and demystify the technicalities of our platform so that we can provide value as quickly as possible. We focus on culture and having fun while working hard. You can expect monthly team socials, music in the office on Fridays and joining a team that genuinely cares.
