Customer Experience Manager (Remote)

Customer Experience Manager | KG Short Stay | SouthAfrica

Customer Service Manager – KG Short Stay

Job Purpose

Customer Experience Manager | KG Short Stay | South Africa

Customer Service Manager – KG Short Stay

Job Purpose

At KG Short Stay, delivering a world-class customer experience is at the heart of what we do. The Customer Experience Manager is responsible for ensuring our customers feel valued, cared for, and supported throughout their journey with us – from the moment they book a stay to their departure and beyond. You will lead and develop a high-performing, remote-working customer service team, ensuring customer queries and emergencies are resolved promptly and professionally. By fostering a positive, solutions-focused team culture, you will directly contribute to our reputation as the UK’s most trusted short-term rental letting agent.

This role requires someone who is calm, methodical, and steady under pressure, with a strong focus on creating structured processes, developing a supportive team environment, and ensuring operational excellence. The ideal candidate will bring organisation, attention to detail, and empathy to the role, inspiring the team to deliver exceptional results.

Key Results/Outcomes

Customer Satisfaction: Consistently achieve and maintain customer satisfaction targets by ensuring all customer queries, complaints, and issues are resolved to the highest standards.

Team Leadership: Recruit, train, develop, and manage a remote customer service team. Ensure that all team members are motivated, fully trained, and aligned with company policies and values.

Customer Communication: Ensure customer queries and complaints are handled efficiently across all communication platforms (calls, emails, and messages), with a focus on the “call-first” mentality.

Operational Excellence: Develop and optimise systems and processes that improve efficiency and enhance the customer experience, ensuring compliance with company procedures.

Emergency Management: Ensure all emergencies and unexpected incidents are handled professionally, in a timely manner, and within company expectations, regardless of time or day.

Upselling and Revenue Growth: Identify opportunities to upsell additional services and amenities, contributing to revenue growth and supporting the Sales team where required.

Team Engagement and Organisation: Build a supportive, collaborative team culture while meeting engagement and performance review targets. Ensure team rotas meet business needs, including evenings and weekends.

Must-Haves

Leadership Experience: Proven track record of managing and developing a remote customer service team to deliver exceptional results.

Fast-Paced Customer Service Experience: Experience in managing teams in high-pressure, fast-paced customer service environments.

World-Class Customer Service: Demonstrable results in delivering a world-class customer experience, with a deep understanding of what creates customer satisfaction.

UK-Based Experience: Familiarity with working for UK-based companies or serving UK-based customers, with an understanding of UK culture and expectations.

Availability: Willing and able to work 7 days a week, including dealing with emergencies at any time of day.

Technical Proficiency: Strong computer skills, with the ability to use various apps, Google Docs, and customer management systems with confidence.

Team Building: Experience in recruiting, training, and managing a team to operate effectively within established company policies and procedures.

Nice-to-Haves

Short-Term Rental Experience: Familiarity with the short-term rental industry (e.g., Airbnb management) or property management is highly advantageous.

Hospitality Experience: Experience working in hospitality or hotels.

Systems Development: Proven experience in designing and implementing systems or processes that streamline operations and drive excellent results.

Remuneration and Hours

Salary: ZAR 300,000 – 500,000 per year, based on experience and qualifications.

Bonus: Annual performance-based bonus linked to company and individual success.

Hours: 40 hours per week, including evenings and weekends as required. Flexibility is essential to handle customer emergencies.

Location: Fully remote

Why Join KG Short Stay?

At KG Short Stay, we believe in trust, success, ambition, and growth. As our Customer Experience Manager, you’ll play a pivotal role in shaping how our guests and property owners experience our services. You’ll join a supportive, family-run business that values its people and empowers them to succeed. If you’re a natural leader, highly organised, and passionate about customer service, we’d love to welcome you to the team!

Job Types: Full-time, Permanent

Pay: R300 000,00 – R500 000,00 per year

Experience: