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Job Post Details

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Service Operations Manager - job post

One Janitorial
4.0 out of 5 stars
Cape Town, Western Cape•Remote
From R23 000 a month - Full-time

Full job description

Please Read Carefully & Fully Complete Both Steps Below to Be Considered

At One Janitorial, our mission is driven by core values: Discipline, Ethical Standards, Results-Oriented, Impact, Commitment, and Responsibility.

We are seeking a skilled Service Operations Manager to lead our remote service team, ensuring exceptional support and long-term satisfaction for our commercial cleaning clients across Canada and the U.S.

About the Role:

As a Service Operations Manager, you will oversee the performance and development of our service and BCO team, ensuring smooth day-to-day operations, handling escalations, Building changeovers, supporting overflow tasks, and maintaining high service standards. Your leadership will directly influence client retention, satisfaction, and overall success.

Key Responsibilities:

  • Supervise and manage a team of remote customer success representatives.
  • Onboard and train new team members to meet our communication and service delivery standards.
  • Monitor KPIs including response times, issue resolution rates, and customer satisfaction scores.
  • Coach and support team members through call reviews, performance feedback, and ongoing development.
  • Act as the point of escalation for complex service issues, ensuring quick and professional resolution.
  • Step in during overflow periods or absences to maintain consistent service levels.
  • Collaborate with senior leadership to identify service gaps and improve internal processes.

Requirements:

  • Minimum 3 years in a customer service or client success role, with at least 2 year in a supervisory or team leadership position.
  • Excellent English communication skills (spoken and written) – minimum 9/10 proficiency.
  • Proven experience managing remote teams or working in virtual environments.
  • Strong organizational skills and the ability to maintain calm under pressure.
  • Proficiency with CRMs (HubSpot preferred), Google Workspace, and remote communication tools (Slack, Zoom, etc.).
  • Results-driven mindset with a passion for delivering exceptional customer experiences.

Compensation

  • Base Pay: $1,800 CAD per month
  • Shift: Monday - Friday 8:00 -4:30 pm (Mountain Time)

This is a fully remote position.
If you're driven, communicative, and ready to take on a high-impact role—apply thru the link below. Make sure to copy and paste the link and choose SERVICE SUPERVISOR as the position you are applying for.

https://5m2ng.share.hsforms.com/2JbQPoKDHTz6UHkr45HP9wg

Note: Applications without both the video and completed form will not be reviewed.

--------------------------------------------------------------------------------------

Job Type: Full-time

Pay: From R23 000,00 per month

Experience:

  • Inbound Customer Service: 2 years (Required)
  • Customer Service Manager/Supervisor: 1 year (Required)

Language:

  • English (Required)

Work Location: Remote

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