Customer Support Team Lead

Placements24; Kimberley; Hybrid; CAD 31,000 - 45,000; Full time

Benefits offered by this job

Competitive salary

Bonuses based on performance

Health and retirement plans

Professional development

Hybrid/remote work flexibility

Job summary

Placements24 in Kimberley, SA, seeks a Customer Support Team Lead to guide a busy service team. You will manage daily operations, set performance goals, and coach staff to deliver exceptional service.

The role combines remote and in-office duties in a hybrid setup, with a focus on mentoring, metrics, and process improvement. Join a company committed to growth and customer excellence.

Qualifications

• Minimum 2 years in a supervisory or team lead role.
• Strong leadership and mentoring ability.
• Proven customer service excellence and problem solving.
• Experience with CRM and helpdesk software.

Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve individual and team goals.
• Oversee daily operations of the customer support department, ensuring smooth workflow and efficient service delivery.
• Set performance standards, monitor key metrics (e.g., response times, customer satisfaction scores), and provide regular feedback.
• Handle escalated customer issues, providing solutions and ensuring timely resolution.
• Conduct regular team meetings to discuss performance, share updates, and address challenges.
• Develop and implement training programs to enhance the skills and knowledge of the support team.
• Collaborate with management to develop and refine customer service strategies and policies.
• Ensure adherence to company standards and best practices in all customer interactions.
• Assist in the recruitment and onboarding of new customer support staff.
• Drive continuous improvement initiatives within the customer support function.

Skills

Leadership

Coaching

Customer service

Communication

Conflict resolution

Problem solving

Performance management

Training development

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client is looking for a motivated and experienced Customer Support Team Lead to guide and inspire their customer service team in Kimberley, Northern Cape . This role is crucial in ensuring the delivery of exceptional customer experiences and fostering a positive, high-performing team culture. The ideal candidate will possess strong leadership qualities, a comprehensive understanding of customer service operations, and a passion for mentoring and developing staff. You will be responsible for overseeing daily operations, setting performance standards, and ensuring that all customer interactions are handled with professionalism and efficiency. This position offers a fantastic opportunity to shape the future of customer support for our client within the Kimberley region.

Key Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve individual and team goals.
• Oversee daily operations of the customer support department, ensuring smooth workflow and efficient service delivery.
• Set performance standards, monitor key metrics (e.g., response times, customer satisfaction scores), and provide regular feedback.
• Handle escalated customer issues, providing solutions and ensuring timely resolution.
• Conduct regular team meetings to discuss performance, share updates, and address challenges.
• Develop and implement training programs to enhance the skills and knowledge of the support team.
• Collaborate with management to develop and refine customer service strategies and policies.
• Ensure adherence to company standards and best practices in all customer interactions.
• Assist in the recruitment and onboarding of new customer support staff.
• Drive continuous improvement initiatives within the customer support function.

Requirements

• Proven experience in a customer support role, with at least 2 years in a supervisory or team lead capacity.
• Excellent leadership, coaching, and mentoring skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using helpdesk software and CRM systems.
• Excellent problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to manage and resolve conflicts effectively.
• Experience in performance management and training development.
• Must be able to work a hybrid schedule, balancing remote and in-office duties in Kimberley, Northern Cape.
• A passion for customer advocacy and service excellence.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunity to lead a dedicated team and shape service delivery.
• Be part of a company that values its employees and invests in their growth.
• Comprehensive benefits package including health and retirement plans.
• Supportive work environment with opportunities for professional development.
• Contribute to a positive brand image through excellent customer interactions in Kimberley.