About Reflex
Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.
Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.
On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.
Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.
About the role
This executive leadership role is responsible for the strategic and operational direction of the Contact Center and Technical Helpdesk functions supporting a high-growth U.S.-based fiber network operator. The incumbent will lead the South Africa-based operations to deliver outstanding technical support, customer service, and continuous innovation in customer experience.
This role combines strategic thinking, technical understanding, and people leadership to transform the support experience for fiber network customers. The ideal candidate will design, scale, and optimize support systems to improve first-call resolution, reduce customer churn, and deliver on operational KPIs aligned to U.S. market expectations.
Key duties and responsibilities:
- Strategic Leadership & Transformation
- Develop and execute a long-term strategy for helpdesk and contact center operations aligned with the company’s fiber growth roadmap.
- Lead transformation initiatives including digitization, automation, workforce management, and self-service innovation.
- Translate U.S. CX strategy into South African operational plans, ensuring seamless customer experience across geographies.
- Operational Excellence
- Define, track, and optimize KPIs such as FCR, CSAT, NPS, MTTR, SLA adherence, and escalation rates.
- Own end-to-end service delivery performance including voice, chat, email, and remote technical support channels.
- Oversee queue management, escalation protocols, and incident triaging across Tier 1 and Tier 2 support layers.
- Technical Understanding
- To co-ordinate the required expertise to resolve complex or chronic technical issues related to fiber installations, modems, routers, and home networking environments.
- Ensure the required collaboration with the U.S.-based Network Engineering and Product teams to address systemic faults and enhance support scripts and flows.
- Review and improve diagnostic tools, troubleshooting playbooks, and knowledge base content.
- Team Management & Culture
- Lead a team of 5–10 direct reports and 150–300+ total employees, including agents, team leaders, and support engineers.
- Build a high-performance culture with an emphasis on accountability, recognition, and values-driven leadership.
- Drive recruitment, training, onboarding, and career development plans aligned with both technical and CX competencies.
- Stakeholder & Cross-Border Collaboration
- Represent the South Africa operations in global leadership forums, providing insight and performance reports to U.S. stakeholders.
- Partner with HR, Finance, Product, and Engineering to ensure smooth delivery of support services and innovation rollouts.
- Navigate time zone, cultural, and operational differences with a diplomatic and solution-oriented mindset.
Education, Experience and Skills:
- Qualifications
- Bachelor’s degree in business, IT, Engineering, or related field (Master’s degree preferred).
- Relevant certifications in Helpdesk Management, ITIL, PMP, or Customer Experience (desirable but not essential).
- Technical Skills
- Strong understanding of ISP technologies, fiber optics, network infrastructure, and Tier 1 & 2 support protocols.
- Ability to interpret technical logs, diagnose remote connectivity issues, and guide teams through RCA processes.
- Familiarity with common CRM, ticketing, and CCaaS platforms (e.g., Zendesk, Salesforce, Genesys, Freshdesk).
- Leadership Excellence
- 10+ years in customer support/contact center leadership with at least 3 years in a senior/executive role.
- Demonstrated success in leading multi-national or offshore contact center environments.
- Experience implementing ITIL, Six Sigma, Lean, or other performance improvement frameworks is an advantage.
- Strategic Acumen
- Ability to develop and execute transformation roadmaps and drive organizational change.
- Commercially aware with a clear understanding of cost-to-serve metrics and ROI-focused investments.
- Communication and Cultural Fluency
- Exceptional written and verbal communication skills in English.
- Able to inspire, coach, and align cross-cultural teams.
- Comfortable presenting to senior executives and board-level stakeholders.
Working Hours
- Core hours: 09:00 – 18:00 SAST (some evening work required to engage with U.S. leadership)
- Occasional U.S. travel required (approx. 2–3 times per year)
Performance Measure
- First Contact Resolution Rate (FCR)
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Mean Time to Resolution (MTTR)
- Contact Center Occupancy, Adherence, and Attrition
- Ticket backlog, escalation rate, and resolution quality
- Budget adherence and productivity improvement