Project Manager - Technical Support Team

Title: Project Manager - Technical Support Team
Location: Hout Bay, Cape Town
Department: Technical Support
Reporting to: Project Manager
Other Key Internal Relationships: Teams - Technical Support, Project Management, Customer Success, Sales
Type: Full-time

Company Description

Stock2Shop is a leading cloud-based ecommerce software company that helps wholesalers, distributors, manufacturers, and retailers manage their products online. Our B2B and B2C ecommerce solutions integrate with leading accounting and ERP systems (such as SAP, SYSPRO, and Sage) and connect seamlessly with ecommerce platforms like WooCommerce, Shopify, and Magento, as well as marketplaces including Takealot and Amazon. We also offer our own B2B trade store, enabling clients to synchronise inventory and orders efficiently across multiple sales channels.

The Role

We are seeking a Project Manager to strengthen the operations of our Technical Support Team while working closely with our existing Project Manager. This role will focus on managing technical support workloads, client escalations, and ensuring the smooth delivery of onboarding and ongoing integration solutions. You will be both internally and client-facing, supporting our Operations Manager in streamlining support processes, managing complex technical projects, and providing technical leadership during the support lifecycle. You will work collaboratively with our current Project Manager while specialising in technical support operations and client issue resolution.

Key Responsibilities

Technical Support Operations & Project Management

• Support the Operations Manager and Project Manager in coordinating and prioritising technical support workloads across the team.
• Use project management tools and software to manage end-to-end processes for support escalations and technical implementations.
• Monitor support ticket queues and ensure SOW and SLA compliance for different client tiers.
• Track and manage complex integration issues requiring specialised technical expertise.
• Maintain and update project management tools with current support project status, task assignments, and progress updates.

Technical Project Coordination & Delivery:

• Manage technical projects including system integrations, platform migrations, and integration upgrades.
• Coordinate cross-functional teams (developers, support technicians, sales, CS) for technical deliverables.
• Act as a liaison between clients and internal teams to facilitate effective communication and issue resolution.

Client Onboarding & Issue Resolution:

• Support the Onboarding Manager to complete onboarding processes for clients from initial requirements to system integration.
• Thoroughly document client technical requirements and issue resolution processes to ensure clarity and alignment.
• Serve as a primary point of contact for escalated technical issues and enterprise support requests.

Documentation & Process Improvement:

• Prepare and maintain technical project documentation, including meeting minutes, issue tracking reports, and operational procedures.
• Create and update support workflows, escalation procedures, and technical documentation.
• Identify bottlenecks in support operations and propose lightweight solutions for improved efficiency.
• Plan and execute User Acceptance Testing (UAT) for technical fixes, new integrations, and platform updates.
• Manage and maintain support tickets across GitHub and HubSpot.

About You

You have a proven track record delivering outstanding results. You thrive in entrepreneurial environments and know how to balance data-driven decisions with building strong relationships.

Your Skills and Experience

• A minimum 2-3 years of proven experience in project management, particularly in the software, SaaS, or e-commerce sectors.
• Experience with GitHub (issues, project tracking) and HubSpot (support ticket management, client communications) would be ideal.
• Strong project management skills with the ability to manage multiple projects simultaneously.
• Experience in large-scale and/or complex technical projects.
• Excellent interpersonal and communication skills, with a proven ability to build and maintain strong relationships with technical stakeholders.
• Strong problem-solving abilities and attention to detail, particularly for technical issues.
• Experience with UAT processes in a technical/SaaS environment.
• Familiarity with project management software such as Github, JIRA, Asana, Monday, or Microsoft Project.
• A basic understanding of API integrations and data synchronisation concepts.
• Knowledge of cloud-based software and SaaS platforms.
• Experience with ERP and e-commerce platforms and technologies.

Additional Qualifications:

• Knowledge of cloud-based software and SaaS platforms.
• Experience with ERP and ecommerce platforms/technologies.

What We Offer:

• Competitive salary.
• Opportunity to work with a passionate team in a fast-paced, high-growth environment.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to work with leading brands in the ecommerce industry.

Why Join Us

This is an exciting opportunity to join a rapidly growing B2B SaaS company at a key stage of its evolution. If you’re a driven, energetic individual who thrives in a fast-paced, entrepreneurial environment, we’d love to hear from you. Salary will be commensurate with experience.

If you are interested in this opportunity, please send your CV to adam@stock2shop.com. Please include your current salary and expected salary in your application. Only shortlisted candidates will be contacted.