Manager I, Customer Support/Ops

Manager I, Customer Support/Ops

Manager I, Customer Support/Ops

Apply locations South Africa - Johannesburg, Durban, Cape Town

Time type: Full time

Posted on: Posted 5 Days Ago

Job requisition id: R86074

About the team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions.

About the role

As the Technical Customer Support Manager, you’ll report to the Head of Technical Support for North America and lead, recruit, coach, and develop a 1L Tech Support Team. You’ll handle employee performance management, training & development, and reporting. You’ll also be responsible for effectively completing projects and tasks through project and stakeholder management.

Responsibilities

• Leading and developing a multi-functional team of Technical Support representatives, fostering a "winning team" culture and customer-centric approach.
• Managing performance and development plans, providing coaching and support, identifying and addressing performance issues, and encouraging innovation within the team.
• Tracking and analyzing team performance data, identifying opportunities for improvement, and driving operational outcomes and regional success.
• Ensuring proactive and consultative relationships with all business units supported.
• Managing multiple projects simultaneously, reprioritizing as necessary, and driving key initiatives for process improvement and efficiency.
• Developing and implementing support plans to meet service level objectives and metrics.
• Championing diversity and proactive succession planning to improve customer outcomes.
• Ensuring adherence to best practices, governance, and relevant policies and procedures.

Requirements

• Hold a Bachelor’s degree or equivalent, with 2+ years of experience coaching in a customer support environment.
• Possess strong process, technical, and analytical skills.
• Coordinate internal and external resources to escalate issues.
• Deliver results within timelines and build professional relationships.
• Be detail-oriented, well-organized, and able to prioritize tasks.
• Be proactive with the ability to listen, plan, and execute project deliverables.
• Demonstrate entrepreneurial spirit and strong organizational skills.

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits
• Modern family benefits, including adoption and surrogacy
• Study Leave

About the Business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, and achieve better outcomes.

LexisNexis, a division of RELX, is an equal opportunity employer. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know.