Manager, Client Experience Technical
On-site · Cape Town, Western Cape, South Africa
Job Summary
Leader for Boldr's Client Experience Technical team, responsible for guiding high-performing technical support operations, maintaining strong client relationships, and developing Team Captains into leaders. Acts as the operational owner of programs, ensuring customer experience outcomes, support quality, and scalable practices across global SaaS/AI environments. Oversees day-to-day client communication, performance reporting, escalation management, quality improvement, and people development, while driving operational health, risk identification, and continuous improvement initiatives.
Required Qualifications
- Bachelor’s Degree in a related field or equivalent professional experience
- 4+ years of experience leading Technical Support, Customer Support Operations, or Client Experience teams
- 3+ years managing Team Leads, Team Captains, Supervisors, or frontline support leaders
- Experience supporting SaaS, technology, AI, or highly technical products
- Strong experience managing client relationships and operational performance
- Proven success improving CSAT, QA, SLA, productivity, and operational performance metrics
- Experience managing escalations and complex customer issues
- Strong coaching, leadership development, and performance management experience
- Experience using data and reporting to drive operational decisions and continuous improvement
- Strong presentation, stakeholder management, and communication skills
- Advanced Google Sheets and reporting capabilities
- Experience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms
- Familiarity with APIs, SaaS integrations, email infrastructure, DNS, and technical troubleshooting concepts is strongly preferred
- Experience supporting AI products, AI-enabled platforms, or rapidly evolving technology environments is highly desirable
- Experience managing distributed or global teams is preferred
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