Support Team Lead

Placements24; Kimberley; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Leadership bonus

Health & dental

Professional development

PTO + retirement plan

Hybrid work environment

Job summary

Placements24 in Kimberley, Canada, is seeking an experienced Support Team Lead to guide the customer support team. This hybrid role combines in-person leadership at the Kimberley office with remote flexibility to optimize operations and drive a positive team culture.

You will lead, coach, and develop the team, monitor performance, and own escalation management while implementing training programs and process improvements to提升 efficiency.

Qualifications

• Proven experience in a customer support or helpdesk leadership role.
• Strong understanding of customer service best practices and performance metrics.
• Excellent coaching, communication, and interpersonal skills.
• Ability to manage team dynamics and resolve conflicts effectively.
• Experience with CRM and support ticketing systems in a hybrid Kimberley environment.

Responsibilities

• Lead, mentor, and motivate a team of customer support representatives.
• Monitor team performance, set goals, and conduct regular performance reviews.
• Manage the escalation of complex customer issues and ensure timely resolution.
• Develop and implement training programs to enhance team skills and knowledge.
• Analyze support metrics and identify areas for process improvement and efficiency gains.

Skills

Leadership

Coaching

Communication

Conflict management

CRM experience

Customer service

Tools

CRM systems

Ticketing systems

Job description

About the Role

Our client is seeking an experienced and motivated Support Team Lead to guide their customer support team in Kimberley . This leadership role involves overseeing daily operations, coaching team members, and ensuring the delivery of exceptional customer service. You will be instrumental in fostering a high-performing, collaborative environment while driving process improvements. The hybrid nature of this role allows for essential team synergy and in-person leadership in our Kimberley office, balanced with remote flexibility for operational efficiency, contributing to a positive and productive team culture.

Key Responsibilities

• Lead, mentor, and motivate a team of customer support representatives.
• Monitor team performance, set goals, and conduct regular performance reviews.
• Manage the escalation of complex customer issues and ensure timely resolution.
• Develop and implement training programs to enhance team skills and knowledge.
• Analyze support metrics and identify areas for process improvement and efficiency gains.

Requirements

• Proven experience in a customer support or helpdesk leadership role.
• Strong understanding of customer service best practices and performance metrics.
• Excellent coaching, communication, and interpersonal skills.
• Ability to manage team dynamics and resolve conflicts effectively.
• Experience with CRM and support ticketing systems, working in a hybrid model in Kimberley .

Benefits

• Competitive salary with leadership bonus opportunities.
• Comprehensive health, dental, and vision benefits.
• Opportunities for professional development and leadership training.
• Paid time off and retirement savings plan.
• A dynamic hybrid work environment fostering teamwork and growth.