Assistant Customer Support Manager

Motorola Solutions

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview Our Services team is part of the Motorola Solutions business covering the West Africa region. We are a professional services team that delivers on-site support services and managed services to our customers. We deliver customer focused world-class, leading edge, end-to-end solutions fit for purpose within each customer’s unique environment that include various voice (including radio) communications, data and video technologies with our clients predominantly in the public safety government sector and the energy & natural resources industry. Job Description The Assistant Customer Service Manager will support service delivery operations across our Francophone West African markets, including but not limited to Togo, Senegal, Benin, and Mali. Working closely with the Regional CSM, you will help execute localized, culturally resonant, and efficient customer experiences. You will act as a key liaison between our International Managed & Support Services and our West African customers, ensuring day-to-day operations run smoothly. Key Responsibilities 1. Operational Support & Service Delivery Strategy Execution: Assist in the implementation of the localized customer service strategy, ensuring daily operations align with regional communication preferences. Performance Tracking: Gather data, monitor day-to-day service levels, and prepare reports on regional KPIs for the Regional CSM. Localization & Etiquette: Ensure all daily customer engagements adhere to West African business etiquette, maintaining high standards of politeness and formal correspondence. Account Support: Assist the Regional CSM in identifying and qualifying upsell opportunities within the existing customer base. 2. Team Coordination & Communication Field Liaison: Coordinate daily activities and maintain clear communication channels with regional field teams. Partner Support: Assist in monitoring the performance and day-to-day needs of remote or outsourced partners within the region. 3. Process Management & Tech Workflow Maintenance: Support the integration and adherence to MSI processes within the daily customer service workflow. CRM Administration: Actively maintain and update CRM tools, such as Salesforce, to ensure accurate tracking of account health and growth. Escalation Handling: Act as the initial point of contact for service issues, resolving tier-one escalations and preparing detailed briefs for the Regional CSM on complex matters. Account Administration: Assist with the administrative tasks required to manage, renew, and grow customer accounts. Basic Requirements Required Skills & Experience Language: Professional proficiency in speaking and writing both French and English is mandatory. Experience: 1–3 years in customer service, account management, or service operations, ideally within the Telecoms, logistics, or import/export sectors. Cultural Intelligence: Strong understanding of the business landscape and cultural nuances of the region. Education: Bachelor’s degree in Business Administration, Communications, Engineering, or a related field. Preferred Competencies Tech Savvy: High proficiency in CRM software and daily operational tech tools. Adaptability: Ability to maintain a positive attitude and consistent service levels despite regional infrastructure challenges, such as power or internet fluctuations. Etiquette: Mastery of "Vouvoiement" and the formal correspondence style required for high-level French-speaking business interactions. Regional Mobility: Willingness to travel occasionally to key hubs as required to support the Regional CSM. Location: Ideally based in Johannesburg or Cape Town, South Africa. West Africa also preferred, other locations will be considered. We offer: Discovery medical aid Old Mutual pension fund 20 PTO days, 36 sick leave days in a 3-year cycle (PTO entitlement increasing with the years of service) Family responsibility, compassionate and study leaves Employee Assistance Program - a confidential and free of charge hotline with professional counselling for our employees and their families Educational assistance program Free and unlimited access to all courses on LinkedIn Learning For Sales Team members - Fuel Allowance Travel Requirements Over 50% Relocation Provided No

Last checked on May 17, 2026. We may earn a commission when you click through.

The position offers a meaningful opportunity in a vital sector, though language proficiency in French is essential.

✓ Remote work flexibility. ✓ Engagement in impactful community safety projects. ✓ Diverse cultural interactions with various West African markets.

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Assistant Customer Support Manager

Motorola Solutions

Updated 3 months ago

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Randburg Remote Full–Time

The position offers a meaningful opportunity in a vital sector, though language proficiency in French is essential.

About this role

Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview Our Services team is part of the Motorola Solutions business covering the West Africa region. We are a professional services team that delivers on-site support services and managed services to our customers. We deliver customer focused world-class, leading edge, end-to-end solutions fit for purpose within each customer’s unique environment that include various voice (including radio) communications, data and video technologies with our clients predominantly in the public safety government sector and the energy & natural resources industry.

Job Description The Assistant Customer Service Manager will support service delivery operations across our Francophone West African markets, including but not limited to Togo, Senegal, Benin, and Mali. Working closely with the Regional CSM, you will help execute localized, culturally resonant, and efficient customer experiences. You will act as a key liaison between our International Managed & Support Services and our West African customers, ensuring day-to-day operations run smoothly.

Key Responsibilities 1.

Operational Support & Service Delivery Strategy Execution: Assist in the implementation of the localized customer service strategy, ensuring daily operations align with regional communication preferences.

Performance Tracking: Gather data, monitor day-to-day service levels, and prepare reports on regional KPIs for the Regional CSM.

Localization & Etiquette: Ensure all daily customer engagements adhere to West African business etiquette, maintaining high standards of politeness and formal correspondence.

Account Support: Assist the Regional CSM in identifying and qualifying upsell opportunities within the existing customer base. 2.

Team Coordination & Communication Field Liaison: Coordinate daily activities and maintain clear communication channels with regional field teams.

Partner Support: Assist in monitoring the performance and day-to-day needs of remote or outsourced partners within the region. 3.

Process Management & Tech Workflow Maintenance: Support the integration and adherence to MSI processes within the daily customer service workflow.

CRM Administration: Actively maintain and update CRM tools, such as Salesforce, to ensure accurate tracking of account health and growth.

Escalation Handling: Act as the initial point of contact for service issues, resolving tier-one escalations and preparing detailed briefs for the Regional CSM on complex matters.

Account Administration: Assist with the administrative tasks required to manage, renew, and grow customer accounts.

Basic Requirements Required Skills & Experience Language: Professional proficiency in speaking and writing both French and English is mandatory.

Experience: 1–3 years in customer service, account management, or service operations, ideally within the Telecoms, logistics, or import/export sectors.

Cultural Intelligence: Strong understanding of the business landscape and cultural nuances of the region.

Education: Bachelor’s degree in Business Administration, Communications, Engineering, or a related field.

Preferred Competencies Tech Savvy: High proficiency in CRM software and daily operational tech tools.

Adaptability: Ability to maintain a positive attitude and consistent service levels despite regional infrastructure challenges, such as power or internet fluctuations.

Etiquette: Mastery of "Vouvoiement" and the formal correspondence style required for high-level French-speaking business interactions.

Regional Mobility: Willingness to travel occasionally to key hubs as required to support the Regional CSM.

Location: Ideally based in Johannesburg or Cape Town, South Africa. West Africa also preferred, other locations will be considered.

We offer: Discovery medical aid Old Mutual pension fund 20 PTO days, 36 sick leave days in a 3-year cycle (PTO entitlement increasing with the years of service) Family responsibility, compassionate and study leaves Employee Assistance Program - a confidential and free of charge hotline with professional counselling for our employees and their families Educational assistance program Free and unlimited access to all courses on LinkedIn Learning For Sales Team members - Fuel Allowance Travel Requirements Over 50% Relocation Provided No

About the Company

Motorola Solutions is a global company focused on creating technologies that enhance safety for people and communities worldwide.

Key Highlights

✓ Opportunity to work remotely with a focus on Sub-Saharan Africa.
✓ Engagement with diverse Francophone markets like Senegal and Mali.
✓ Support role with potential for growth in a reputable tech company.
✓ Collaboration with a professional services team delivering critical solutions.

💡 Honest Take: This role is ideal for entry-level candidates looking to build a career in customer support within a leading tech firm.

Pros

✓ Remote work flexibility.
✓ Engagement in impactful community safety projects.
✓ Diverse cultural interactions with various West African markets.
✓ Opportunity for professional growth in a global firm.

Cons

✗ French language requirement may limit applicant pool.
✗ Entry-level role may not suit those seeking advanced positions.
✗ Potential for high-pressure situations given the nature of the work.

Best For: This position is geared towards entry-level professionals eager to develop their skills in customer support within a global context.

Watch Out: Candidates should be prepared for the demands of dealing with critical safety-related issues.

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Expert Review

Motorola Solutions offers a unique opportunity as an Assistant Customer Support Manager, focusing on service delivery in Francophone West Africa. This role is crucial in ensuring that the company's solutions effectively meet the needs of clients in public safety and other critical sectors. Applicants should be fluent in French, as the role involves direct communication with clients in countries like Senegal and Mali.

The position is remote, providing flexibility for work-life balance, which is increasingly valued in today's job market. However, the entry-level nature means it may not appeal to seasoned professionals looking for advanced roles. Candidates will find themselves in a dynamic environment where their contributions directly impact community safety initiatives.

Potential applicants should consider the high-pressure nature of the role, given the critical context in which Motorola operates. While the company has a strong reputation for innovation, the demands of supporting safety services can lead to challenging situations. For those passionate about technology and safety, this role can be a stepping stone to a rewarding career in a reputable firm.

For more details, visit Motorola's job listing page.