Customer Support Lead

Placements24; Kimberley; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

Placements24 in Canada seeks an experienced Customer Support Lead to guide our Kimberley-based team. You will oversee daily operations, mentor representatives, manage escalated issues, and drive improvements to improve satisfaction and retention.

You will work in a hybrid setup from the Kimberley office, collaborating across departments to optimize processes, monitor metrics, and deliver exceptional client experiences. A proven leadership track in customer support is required.

Qualifications

• 3+ years of experience in a customer support role, with leadership experience in a team setting.
• Strong ability to mentor and motivate a team.
• Solid understanding of customer service principles and best practices.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives.
• Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.
• Handle escalated customer inquiries and complex issue resolution.
• Monitor team performance metrics and provide regular feedback and coaching.
• Develop and implement strategies to improve customer satisfaction and retention.
• Collaborate with other departments to enhance the overall customer experience.

Skills

Leadership

Customer service

Team motivation

Conflict resolution

Problem solving

Hybrid work

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is looking for an experienced and motivated Customer Support Lead to guide their support team in Kimberley . This leadership role involves overseeing daily operations, mentoring support agents, and ensuring the highest standards of customer service are met. You will play a key part in resolving escalated customer issues, identifying trends, and implementing process improvements to enhance efficiency and customer satisfaction. The ideal candidate has a proven track record in customer support leadership and a passion for developing high-performing teams within the Northern Cape, contributing to exceptional client experiences.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives.
• Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.
• Handle escalated customer inquiries and complex issue resolution.
• Monitor team performance metrics and provide regular feedback and coaching.
• Develop and implement strategies to improve customer satisfaction and retention.
• Collaborate with other departments to enhance the overall customer experience.

Requirements

• 3+ years of experience in a customer support role, with at least 1 year in a team lead or supervisory capacity.
• Demonstrated ability to lead and motivate a team.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work effectively in a hybrid setting from our Kimberley office.

Benefits

• Competitive salary and leadership bonus opportunities.
• Comprehensive health and wellness benefits.
• Paid time off and professional development opportunities.
• A supportive leadership team and collaborative culture in Kimberley .
• Opportunities to shape customer support strategies.