Customer Support Manager

Job Description

We are looking for a proactive and customer-focused Client Manager to join our Client Support – Direct team. This role is responsible for delivering exceptional client service by ensuring timely response to client requests, managing website content updates, coordinating with internal teams, and maintaining high service quality across enterprise digital platforms.

The Client Manager serves as the primary point of contact for assigned clients, ensuring requests are managed efficiently while maintaining strong client relationships and delivering against agreed Service Level Agreements (SLAs).

Job Requirements

• 1-2 years of experience in Client Services, Website Support, Digital Operations, CMS Administration, Customer Success, or Account Management.
• Bachelor's degree in information technology, Business Administration, Marketing, Communications, or a related discipline.
• Experience working with enterprise CMS platforms such as Sitecore, Drupal, Acquia, or similar.
• Good understanding of website content management and digital publishing.
• Experience managing website assets including images, videos, PDFs, and multimedia content.
• Familiarity with project and ticket management tools such as Jira, Monday.com, or ServiceNow.
• Basic understanding of HTML, CSS, and website structures is an advantage.
• Experience working within SLA-driven support environments.
• Strong knowledge of Microsoft Office applications, particularly Excel and PowerPoint.
• Excellent verbal and written communication skills.
• Strong client relationship and stakeholder management abilities.
• Exceptional organisational and multitasking skills.
• Ability to prioritise requests in a fast-paced environment.
• Strong attention to detail and commitment to quality.
• Problem-solving mindset with a proactive approach.
• Ability to work independently as well as collaboratively within global teams.
• Willingness to work in a 24x7 rotational shift environment, including weekends and public holidays, to ensure uninterrupted client support and SLA compliance.

Job Responsibilities

• Build and maintain strong relationships with assigned clients, acting as their primary point of contact.
• Understand client business objectives and provide timely support for website-related requests.
• Conduct regular service reviews and maintain proactive communication with clients.
• Coordinate with Engineering Build, QA, UX, Content, and Product teams to ensure successful request fulfilment.
• Manage client expectations by providing regular updates on request status and delivery timelines.
• Identify opportunities to improve customer satisfaction and operational efficiency.
• Ensure adherence to the team's Service Level Agreement (SLA) by responding to all client requests within 15 minutes, 24x7.
• Continuously monitor incoming client requests across all shifts and take timely action to meet agreed response and resolution targets.
• Priorities requests based on business impact, urgency, and client requirements.
• Track, manage, and escalate incidents or critical issues to the appropriate internal teams.
• Monitor SLA compliance and prepare operational reports highlighting performance metrics and improvement opportunities.
• Participate in shift handovers to ensure continuity of support.
• Execute website content updates using enterprise Content Management Systems (CMS).
• Create, edit, and publish website pages while maintaining brand consistency and quality standards.
• Manage digital media assets, including images, videos, audio files, PDFs, and downloadable resources.
• Publish press releases, news articles, stories, campaign content, and other website updates.
• Perform scheduled and ad-hoc website maintenance activities requested by clients.
• Ensure website content is accurate, accessible, responsive, and published according to client requirements.
• Validate completed updates before publishing to production environments.
• Maintain accurate records of all client requests and completed activities.
• Collaborate with cross-functional teams to resolve issues within agreed timelines.
• Follow established operational processes, security guidelines, and quality standards.
• Contribute to continuous improvement initiatives to enhance customer experience and operational efficiency.
• Support knowledge management by maintaining process documentation and standard operating procedures.

Job Benefits

• 29 paid annual leave days.
• 10 Festival holidays (including 1 optional Holiday for your special day through the year).
• Family Insurance Plan.
• Accident Insurance Plan.
• Regular Wellness Sessions.
• Regular Rewards & Recognition.
• Opportunity to participate in CSR.
• Opportunity to participate and involve in Cultural and Sporting Events.