iStore is Africa’s largest Apple Premium Reseller, offering world-class Apple products, services, and customer experiences through a nationwide retail footprint and online platform. As part of the Core Group, iStore partners closely with leading Telco providers and financial institutions to deliver innovative funded channel solutions to customers.

Driven by a passion for technology and service excellence, iStore continues to grow rapidly, creating opportunities for talented professionals to make a meaningful impact in a dynamic retail environment.

About the Role

We are seeking an experienced and people-focused Funded Channel Central Support Manager to lead our funding-related escalation function within iStore. This role plays a critical part in ensuring exceptional customer outcomes by driving timely resolution of escalations, improving operational processes, and strengthening collaboration across internal teams and external partners.

You will be responsible for owning the escalation workflow end-to-end — ensuring strict SLA adherence, identifying root causes, and implementing preventative measures to reduce recurring issues. Acting as both a performance coach and operational leader, this role serves as a key link between frontline teams, leadership, and Telco partners.

Key Responsibilities

• Lead, mentor, and performance manage Escalations Agent(s) to ensure high service standards

• Own and manage the funding escalation process, ensuring all cases are resolved within agreed SLA timelines

• Intervene on Tier 3 or high-risk cases requiring leadership involvement

• Build strong working relationships with internal stakeholders and Telco partners

• Track and report on escalation trends, identifying root causes and contributing to preventative solutions

• Drive continuous improvement through workflow optimisation and process refinement

• Prepare and present performance reports to management

• Act as a central point of coordination across operations, customer experience, and leadership teams

Required Skills and Experience

• 3–5 years’ experience in an operations or customer experience leadership role

• Proven experience managing SLA-driven support workflows

• Strong interpersonal, conflict resolution, and problem-solving skills

• Comfortable presenting performance insights and managing cross-functional relationships

• Ability to operate calmly and decisively in high-pressure escalation environments

• Telco or funded channel experience advantageous

If you are a proactive operational leader who thrives on driving performance, resolving complex challenges, and delivering exceptional customer outcomes, we’d love to hear from you.