Customer Support Lead

Placements24; Kimberley; Hybrid; CAD 36,000 - 57,000; Full time

Benefits offered by this job

Competitive salary with performance‑dr

Comprehensive medical and retirement

Leadership development and growth

Hybrid work arrangement forFlexibility

Generous paid time off and holiday

Supportive team environment in Kimberl

Exposure to diverse customer service挑战

Job summary

WhatJobs Direct is seeking a Customer Support Lead to oversee a regional team in Kimberley. You will guide daily operations, resolve escalations, and implement best practices to ensure high-quality service.

The ideal candidate has 3+ years in customer support, including supervisory experience, and strong leadership, communication, and problem-solving skills. This hybrid role offers growth and a collaborative environment.

Qualifications

• Minimum 3 years of experience in a customer support role, with at least 1 year in a supervisory or lead capacity.
• Proven ability to lead, train, and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems is required.
• Ability to manage multiple priorities and work effectively under pressure.
• High school diploma or equivalent; a relevant college degree or certifications are a plus.
• Adaptability to a hybrid work model.
• A proactive attitude and a commitment to continuous improvement.

Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve performance goals.
• Oversee daily operations of the customer support department, ensuring efficient service delivery.
• Handle escalated customer inquiries and complaints, resolving them effectively and professionally.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor key performance indicators (KPIs) and provide regular reports on team performance.
• Conduct training sessions and provide ongoing feedback to team members.
• Identify training needs and development opportunities for the support team.
• Collaborate with other departments to ensure a seamless customer experience.
• Champion a customer-centric approach within the team and the wider organization in Kimberley, Northern Cape.
• Manage schedules and allocate resources effectively to meet service level agreements.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Education

High school diploma or equivalent

College degree or certifications a plus

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client, WhatJobs Direct, is looking for a dynamic and experienced Customer Support Lead to oversee operations in Kimberley, Northern Cape. This leadership role involves guiding a team of customer service representatives, ensuring the delivery of high-quality support, and implementing best practices. You will be responsible for managing daily operations, resolving escalated customer issues, and driving team performance. The ideal candidate possesses strong leadership skills, excellent problem-solving abilities, and a deep commitment to customer satisfaction. This hybrid role offers a great opportunity to lead a team and make a significant impact within a supportive environment in Kimberley, Northern Cape.

Key Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve performance goals.
• Oversee daily operations of the customer support department, ensuring efficient service delivery.
• Handle escalated customer inquiries and complaints, resolving them effectively and professionally.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor key performance indicators (KPIs) and provide regular reports on team performance.
• Conduct training sessions and provide ongoing feedback to team members.
• Identify training needs and development opportunities for the support team.
• Collaborate with other departments to ensure a seamless customer experience.
• Champion a customer-centric approach within the team and the wider organization in Kimberley, Northern Cape.
• Manage schedules and allocate resources effectively to meet service level agreements.

Requirements

• Minimum of 3 years of experience in a customer support role, with at least 1 year in a supervisory or lead capacity.
• Proven ability to lead, train, and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems is required.
• Ability to manage multiple priorities and work effectively under pressure in Kimberley, Northern Cape.
• High school diploma or equivalent; a relevant college degree or certifications are a plus.
• Adaptability to a hybrid work model.
• A proactive attitude and a commitment to continuous improvement.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive medical and retirement benefits.
• Opportunities for leadership development and professional growth.
• Hybrid work arrangement for flexibility.
• Generous paid time off and holiday leave.
• A supportive team environment in Kimberley, Northern Cape.
• Exposure to diverse customer service challenges and solutions.