Customer Experience Manager

Customer Experience Manager

Part-Time with the opportunity to go full time eventually | Remote | South Africa

20 hours per week | Tuesday–Saturday

UK working hours: 2:00pm–6:00pm on Monday-Friday and 9-2 UK time on a Saturday.

Help create an experience customers genuinely love.

We’re a fast-growing UK-based business looking for a Customer Experience Manager to become a key part of our customer journey.

This is not a traditional admin role.

It’s not just answering emails.

It’s not simply responding to support tickets.

And it’s definitely not about sending generic replies and moving on.

We’re looking for someone who is friendly, bubbly, confident and genuinely enjoys helping people someone who can handle a tricky customer conversation with empathy, solve problems logically and make people feel like they’re in safe hands.

You’ll be one of the first points of contact for our customers, helping them navigate bookings, answer questions, resolve issues and get the support they need.

And because we’re growing quickly, you’ll also have the opportunity to identify where things could work better and help improve the overall customer experience.

What You'll Be Doing

Be the First Point of Contact

You’ll be the friendly voice behind the customer experience.

You’ll:

Respond to customer enquiries through email, SMS and our helpdesk.

Handle customer calls and know when an issue is better resolved over the phone.

Manage customer communication through Zoho, our helpdesk software and Wix.

Help parents navigate our booking systems and book their children into classes.

Answer questions clearly, confidently and professionally.

Resolve customer issues and complaints with empathy and common sense.

Handle enquiries that automated systems or AI are unable to resolve.

Make sure customers feel listened to, understood and supported.

Follow up on outstanding issues and make sure nothing falls through the cracks.

You’ll be the person who can turn:

“I have no idea what I’m supposed to do!”

into:

“No problem — I’ll help you sort that out.”

Customer Experience Is Everything

We don't just want someone who can answer questions.

We want someone who genuinely cares about how customers feel when they interact with the business.

You’ll help make the customer journey as smooth and enjoyable as possible — from booking classes to resolving problems.

You’ll also be encouraged to spot recurring issues and think beyond the immediate problem.

If you notice that the same question keeps coming up, we want you thinking:

“Why does this keep happening — and what can we do to make it easier?”

You’ll help identify opportunities to improve systems, processes and communication so that customers have a better experience.

Help Maintain High Standards

As the business continues to grow, consistency becomes increasingly important.

You’ll help ensure that customers receive a high standard of service and that processes are followed consistently.

This could include:

Supporting quality assurance checks.

Identifying areas where the customer experience could be improved.

Helping implement new customer service processes and procedures.

Escalating recurring issues or trends to the relevant teams.

Working with internal teams to resolve customer issues.

Helping ensure customers receive a consistent experience across different locations.

You’ll be an important link between customers, HQ and the wider team.

Who We're Looking For

We’re looking for someone who is warm, outgoing, bubbly and highly capable.

Someone who can deal with a frustrated parent one minute and then calmly work through a completely different problem the next.

You’ll probably be someone who:

Has experience in customer experience, customer success or customer service.

Has excellent written and spoken English.

Is naturally friendly, approachable and personable.

Is confident speaking to customers on the phone.

Can remain calm and professional when dealing with difficult or emotional situations.

Is a logical thinker who enjoys finding solutions.

Is organised, reliable and highly detail-oriented.

Can manage multiple conversations and priorities effectively.

Is comfortable learning and working across different systems.

Takes ownership rather than waiting to be told what to do.

Is proactive and notices when something could be improved.

Is confident dealing with different personalities.

Genuinely cares about delivering an excellent customer experience.

Most importantly, you care about people.

You understand that sometimes a customer doesn't just need an answer.

They need someone to listen, understand the problem and actually help.

The Systems You'll Use

You’ll work across a range of tools and platforms, including:

Zoho

Helpdesk software

Wix

Email

SMS

Phone systems

Customer and class booking systems

You don't need to know every system already.

What matters is that you’re comfortable with technology, logical in your approach and quick to learn new systems.

Why This Role Matters

The business is growing quickly — which means more customers, more bookings and more opportunities to make a real impact.

Your work will directly contribute to:

Happier customers

Smoother booking experiences

Faster resolution of problems

Better customer communication

Stronger systems and processes

Higher customer retention

A more consistent customer experience

You won’t just be answering emails.

You’ll help shape what exceptional customer experience looks like as the business grows.

The Details

Location: South Africa

Working model: Part-Time | Hybrid / Remote-First

Hours: 20 hours per week

The role will primarily operate across Tuesday–Saturday, with lighter hours on Monday and Saturday depending on business needs.

Core working hours: 2:00pm–6:00pm UK time

Saturday: 9:00am–2:00pm UK time

Could This Be You?

If you're the person who genuinely enjoys helping people, loves solving problems and gets satisfaction from turning a frustrated customer into a happy one, we’d love to hear from you.

If you bring energy, empathy, confidence, common sense and a genuine passion for great customer service, this could be the perfect opportunity to make a real impact in a fast-growing business.