Customer Operations Manager

GoMove is a high-growth, tech-enabled moving platform on a mission to make moving cool. We are live in Cape Town, Johannesburg and Pretoria, and are moving fast. We are a loud, bold brand that leads with customer obsession, radical transparency and an experience people actually want to talk about afterwards. We hold a high bar and we are looking for a customer operations leader who thinks and acts the same way.

Location: Based in Cape Town or Johannesburg/Pretoria

The Mission

You are not a call centre manager or a ticket queue supervisor. You are the person who defines how GoMove speaks to every customer, and who builds the customer-obsessed, customer-centric, highest-conversion moving machine in South Africa. Your mandate is to turn a stressful, fragmented experience into a frictionless one that runs across every channel we touch, and to lead the team that makes it happen every single day.

Why this role matters

Moving is high-stress and high-emotion. The way we talk to a customer, how fast we respond, and how smooth we make the journey is the difference between a booking won and a booking lost. This is the function that carries the customer from first hello to a move they rave about. It is the most important experience lever in the business, and the biggest driver of conversion we have.

What You Will Build

This is a visionary and a hands-on role at the same time. You set the standard for how we speak to customers, and you get in and drive it yourself. You build the systems, coach the team, and execute daily according to growing demand and

expansion across the country.

• The customer experience vision. You define what world-class looks like for a GoMove customer, and you make it real across WhatsApp, phone, web and every channel we add.
• A frictionless booking journey. You remove every point of drag between a customer wanting to move and a move confirmed, so booking with us feels effortless.
• The highest-conversion machine in the country. You own the rate at which inquiries become completed moves, and you lift it month on month.
• The team. You hire, coach and lead the coordinators, and you build the bench as we scale into new cities.
• The metrics. You define what we track, build the dashboard we run the business on, and turn the numbers into decisions.

Key Responsibilities

Lead

• Own the customer relationship end to end, from first inquiry to paid and reviewed, so nobody ever goes cold on your watch.
• Build and lead the coordinator team. Hire, coach, train and hold a high bar on how we talk to customers, warm and human every time.
• Set the GoMove customer voice and make sure it holds across the whole team and every channel.
• Scale the function as we grow. Build the structure and the people to carry double the volume, then double again, across multiple cities.

Build

• Design a frictionless booking and comms experience across all our channels, and keep taking friction out as we grow.
• Build the follow-up and response discipline, and the automation behind it, so every customer is chased and no lead is ever dropped.
• Own the trip pack standard. Every move fully and accurately captured before it reaches the crew, by routing customers through our inventory tool rather than piecing it together over chat.
• Work hand in hand with our product team to shape the tools you and your team run on, from assigning inquiries to tracking every stage to automating the nudges.
• Build the metrics and the dashboard the whole business trusts, tracking conversion, response times, trip pack readiness and customer satisfaction.

Run

• Run the daily customer board so every open inquiry has an owner and keeps moving, nothing sitting still.
• Get on the tools yourself when it counts. You lead from the front, in the conversations, not from a distance.
• Coach the coordinators live. Listen to real conversations, jump into the hard ones, and build the playbook as you go.
• Handle the escalations that go above your team, and own the close, payment follow-through and the review request at the right moment.

Requirements

Who You Are

• Customer-obsessed. You physically cannot let a customer sit unanswered. Their experience keeps you up at night.
• A player-coach. You lead a team and you still get in and do the work yourself. Not a supervisor, a leader who drives it.
• A builder. You thrive without structure and create it. You build systems and process so problems do not come back, rather than just fighting today's fire.
• Numbers-literate. You can build a dashboard, track what matters, and use data to make the call.
• Fast and calm. You move quickly, stay calm in chaos, and take ownership like the business is yours.
• Experienced. You have led a customer or operations team in a fast, high-volume service business. Delivery, logistics, e-commerce ops at scale.

Our Values

Obsess over customers. Get stuff done. Raise the bar. It's a team sport. Be lekker, always do the right thing.

GoMove is backed by an established investment group and building fast. This is an early-stage leadership role with ownership, visibility, and the chance to shape the customer experience of a national brand from the ground up.