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Operations Manager – Support & Escalations

  • Remote
    • Remote, Western Cape, South Africa
  • ZAR 35,000 - ZAR 50,000 per month

Job description

Operations Manager – Support & Escalations
Location: South Africa (Remote)
Hours: Hybrid UK and USA

About the Company
Emmington is an international portfolio of companies operating across the UK, USA, Australia, New Zealand, and Dubai. We partner with businesses that are focused on improving customer acquisition and driving sustainable growth.
Our portfolio includes both B2B and B2C businesses. Across the Emmington portfolio, we own, invest in, and consult for a range of companies. While our level of involvement may vary, all businesses we work with meet the same core criteria: they are growth-focused, performance-driven, and committed to scaling effectively.


The Role
We’re looking for a hands-on Operations Manager to lead our support teams and escalation function in a fast-paced lead generation business. This role is both strategic and practical. You'll be in the detail, solving problems, guiding managers, and improving how we handle complex cases.

What you’ll do:

  • Own day-to-day support operations and escalations across multiple teams

  • Provide leadership and direction to a management team overseeing support operations for UK and US clients.

  • Act as the senior point of contact for complex, sensitive, or high-risk cases

  • Coach and advise managers on how to handle difficult situations and complaints

  • Be hands-on with data: track performance, spot trends, and use insights to reduce repeat issues

  • Work confidently with IT systems, CRMs, support tools, and reporting dashboards

  • Improve processes, quality standards, and response consistency across teams

  • Manage and support remote teams, keeping performance, accountability, and morale high

  • Work closely with leadership, sales, and finance to keep outcomes aligned and commercially sensible


What we’re looking for:

  • Proven experience in operations or support management (ideally in lead gen, SaaS, or agency environments)

  • Strong data skills comfortable using reports, metrics, and dashboards to drive decisions

  • Technically confident good with systems, tools, and process automation

  • Experience managing remote teams and keeping them performing at a high level

  • Excellent written communication and judgment for handling sensitive or escalated cases

  • Practical, calm under pressure, and happy to get into the detail when needed


In short:
You’ll be the person who keeps support running smoothly, fixes what’s broken, and makes sure complex cases are handled properly not just from a distance, but hands-on and in the trenches when needed.


Candidates will be placed within one of the Emmington portfolio companies*.


Please apply through this link: https://myinterview.emmingtonrecruitment.com/public-application/6989e7f12716b731fad31a02

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