The Role
The Customer Support Manager / Support Manager is responsible for leading and shaping the
overall Support function to ensure it operates efficiently, delivers exceptional customer experience,
and scales in alignment with business needs. This strategic role oversees performance, team
leadership, operational planning, and continuous improvement across the Support environment.
Reporting directly to the Director and providing strategic updates and insights to the Head of Global
Service Delivery when required, the role ensures that Support operations are aligned to global
objectives, resourcing needs, service-level expectations, and organisational priorities. The Support
Manager acts as a key driver of quality, consistency, and operational excellence across the support
lifecycle.
overall Support function to ensure it operates efficiently, delivers exceptional customer experience,
and scales in alignment with business needs. This strategic role oversees performance, team
leadership, operational planning, and continuous improvement across the Support environment.
Reporting directly to the Director and providing strategic updates and insights to the Head of Global
Service Delivery when required, the role ensures that Support operations are aligned to global
objectives, resourcing needs, service-level expectations, and organisational priorities. The Support
Manager acts as a key driver of quality, consistency, and operational excellence across the support
lifecycle.
Key Responsibilities
- Lead, manage, and develop multiple support teams across the Accounting, Product, Technical, Search Support, and Funds to Collect workstreams, ensuring consistent
operational delivery and high-quality service. - Provide strong leadership and coaching to Team Leaders, ensuring consistent performance
management, capability development, and clear succession planning across all functions. - Oversee daily operations across multi-region shifts supporting Canada, UK, and ZA time
zones, ensuring smooth workflows, adequate coverage, and uninterrupted service
continuity. - Own KPI and SLA performance management, including First Reply Time, CSAT, QA scoring,
backlog health, and call-answer times, ensuring all teams meet or exceed performance
targets. - Drive operational excellence through continuous improvement, process optimisation,
workflow enhancements, and best-practice adoption across the support organisation. - Make tactical and operational decisions relating to resourcing, shift allocation, workload
balancing, escalations, and overall customer impact. - Manage escalations from Team Leaders and SMEs, resolving high-risk or complex customer
issues promptly, professionally, and with minimal business impact. - Lead performance management cycles, including coaching, structured feedback, corrective
action plans, and formal evaluations to uphold accountability and quality standards. - Identify training needs and capability gaps, driving cross-skilling, upskilling, and collaborative
learning opportunities to strengthen the department’s technical depth and versatility. - Ensure HR process compliance, including leave and sickness management, conduct
expectations, professionalism standards, and adherence to policies across all teams. - Facilitate regular leadership forums, including team leader meetings, service performance
reviews, operational huddles, and readiness updates across regions. - Collaborate closely with the Director and cross-functional teams (Product, Technology,
Billing, Customer Success, Compliance) to execute strategy, improve customer experience,
and support service transformation projects. - Cultivate a culture of engagement, accountability, continuous learning, and high
performance, fostering a motivated and customer-focused support environment.
Skills, Knowledge & Expertise
Mandatory
- Proven experience managing multiple teams or workstreams within a customer support, technical support, or operations environment.
- Strong leadership capability, with experience coaching Team Leaders or SMEs.
- Deep understanding of support operations, including KPIs, SLAs, QA frameworks, and
performance management. - Strong analytical and problem-solving skills, with the ability to make informed operational
decisions under pressure. - Excellent communication and stakeholder management skills across global regions.
- Demonstrated experience with shift management, workforce planning, resource allocation,
and operational scheduling. - Ability to manage escalations, high-pressure situations, and sensitive customer or team
matters. - Familiarity with support platforms, ticketing systems, and performance reporting tools.
- Bachelor of Commerce (BCom) degree or equivalent qualification required.
Desirable
- Experience supporting global teams across multiple time zones.
- Exposure to process improvement methodologies.
- Experience in technical product support or multi-product environments.
- Prior leadership of cross-functional teams or multi-skilled teams.
Other Contextual Information
- Required to work a rotating shift schedule between 08:00 and 21:00 to ensure coverage for global teams (Canada, UK, South Africa).
- Responsible for ensuring consistent operational performance across hybrid/in-office teams
where applicable. - May require occasional extended hours or weekend work during critical incidents, high demand
periods, or cross-regional escalations. - Plays a key role in driving cultural alignment, team engagement, and cross-team
collaboration across multiple geographies. - Expected to partner closely with senior leadership to shape the customer service strategy
and support large-scale business initiatives.
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Please note, all applicants must have the legal right to live and work in South Africa. Proof will be required during the recruitment process.
About
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between. Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.
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The Company
What We Do
Dye & Durham is a global leader in legal technology that provides cloud-based practice management software, payments infrastructure, and data insights. The company serves legal professionals and financial institutions across five continents, helping them manage workflows, regulatory requirements, and critical transactions efficiently. They are a publicly traded company on the Toronto Stock Exchange (TSX: DND) and focus on driving innovation through integrated software solutions.
