Manager, Customer Support at Nmi

NMI's Support Manager will lead a team of Customer Support professionals responsible for delivering high-quality support to NMI’s Affiliates and Merchants across a range of products and services. The team provides both telephone and ticket-based support, ensuring timely and effective resolution of customer queries and issues. This role is focused on driving team performance, coaching and development, and ensuring excellent customer outcomes. The Support Manager will act as a key escalation point for complex or high-impact issues, working closely with internal stakeholders such as Product, Engineering, Account Management, and Sales to ensure efficient resolution. The successful candidate will foster a positive, inclusive, and high-performing team environment, ensuring that team members are supported in their development while maintaining strong operational standards and accountability. What will I be doing? Key Responsibilities: • Leading and managing a team of Support Specialists and a Team Lead, ensuring high performance and accountability • Understanding and supporting the individual needs, strengths, and development goals of team members • Coaching and mentoring team members to improve performance, technical knowledge, and customer interactions • Acting as the primary escalation point for complex, high-priority, or sensitive customer issues • Overseeing day-to-day support operations, ensuring tickets and calls are handled efficiently and in line with SLAs • Monitoring team performance against key metrics such as SLA adherence, customer satisfaction (CSAT), and ticket resolution times • Conducting regular 1:1s, performance reviews, and appraisals • Identifying performance gaps and proactively addressing conduct, attendance, or capability issues • Ensuring fair and consistent workload distribution across the team • Producing and reviewing regular performance and operational reports • Collaborating with Product, Engineering, Account Management, and Sales teams to resolve escalations and improve customer outcomes • Championing a customer-centric mindset across the team • Driving engagement and maintaining a positive, inclusive, and supportive team culture • Supporting recruitment activities and onboarding of new team members Do I have what it takes? Essential Skills & Experience: • Experience in the payments or FinTech industry • Proven experience in a people management role within a Customer Support environment • Strong leadership and coaching skills, with the ability to develop high-performing teams • Excellent communication skills (both written and verbal), with the ability to adapt messaging to different audiences • Strong customer service mindset with a focus on delivering high-quality outcomes • Experience using customer ticketing systems • Ability to manage and prioritize team workload effectively • Confident decision-maker with the ability to handle escalations and complex issues • Ability to interpret and communicate technical information to both technical and non-technical audiences • Solid understanding of IT systems and ability to quickly learn new platforms and products • Experience working with performance metrics and using data to drive improvements • Strong problem-solving skills and attention to detail • Proactive approach with a positive, “can do” attitude • Experience managing support teams in a high-volume, customer-facing environment Work Schedule • This is a fully on-site role based in Cape Town, working US Central Time hours (8:00 AM–5:00 PM CT) • You’ll partner with teams across multiple time zones, so flexibility for occasional early or late meetings is important Benefits • Annual salary of R550,000 - R700,000, dependent on experience. • Annual bonus scheme (dependent on company and individual performance) • 15 days holiday + 12 public holidays each year (+ 1 day after each year of service with up to a max. of 20 days) • 45-hour work week • Family friendly policies (Enhanced Maternity and Paternity Pay) • A chance to develop with an allocated company training budget • A strong commitment to employee wellbeing including mental health first aiders and weekly yoga sessions. • Employee referral scheme with generous financial reward • Bonusly colleague reward scheme • Fun culture events (company volunteering days, seasonal parties) • Medical Aid and Gap Cover What we do! NMI enables our partners with choice and challenges the one-size-fits-all approach to payments. You've probably used NMI in the last 24 hours without even realizing it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs, and fintech start-ups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech-savvy. We democratize the latest payment technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places. Equal Opportunity NMI is committed to inclusion and diversity and belonging. As an equal opportunity employer we encourage applicants from all backgrounds. We are an Equal Opportunities employer and will provide reasonable support throughout the recruitment process to applicants who have a disability. Please let us know in advance so that any support, aids or adaptations can be put in place to assist you. Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks. Attention job applicants: Please note that in compliance with the data protection regulations within your jurisdiction, any personal information submitted with your job application may be collected and used by NMI for the purpose of recruitment and employment-related activities. By submitting your application, you acknowledge and provide explicit consent to the processing of your personal information as described in our privacy policy found on our website. For more information on how we process your information, please read our privacy policy here: [Upgrade to PRO to see link]