Customer Support Team Lead — Lead, Mentor & Improve

Placements24; Southampton; On-site; GBP 16,000 - 25,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Professional development

Career advancement

Generous paid time off

Retirement savings plan

Employee recognition

Access to modern tools

Career growth opportunities

Job summary

Placements24 is seeking a Customer Support Team Lead in Randburg, Gauteng to guide a dedicated team and drive service excellence. You will mentor staff, monitor performance, and implement strategies to improve customer satisfaction and efficiency.

The role requires strong leadership, coaching, and problem-solving skills, with a focus on process and performance improvements in a busy support environment.

Qualifications

• 3–5 years in customer support or helpdesk with 1–2 years in a supervisory role.
• Proven leadership and ability to motivate staff.
• Excellent communication, interpersonal and problem-solving skills.
• Strong understanding of customer service principles and practices.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to analyze data and drive performance improvements.
• Experience in conflict resolution and handling difficult customers.
• Highly organized with ability to manage multiple priorities.
• Ability to work effectively in Randburg, Gauteng area.
• Passion for customer service excellence and team development.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Oversee daily operations, ensuring efficient and effective resolution of inquiries and issues.
• Monitor team performance metrics and provide regular feedback and coaching.
• Implement and enforce customer service policies to ensure consistency and quality.
• Handle escalated customer issues with timely, effective resolutions.
• Identify training needs and coordinate development opportunities.
• Contribute to process improvements in customer support workflows.
• Analyze feedback and support data to identify trends and improvements.
• Ensure adherence to SLAs and KPIs.
• Foster a collaborative environment that promotes morale and productivity.

Skills

Leadership

Team management

Customer service

CRM software

Problem solving

Communication

Tools

CRM software

Helpdesk ticketing systems

Job description

Placements24 is seeking a Customer Support Team Lead in Randburg, Gauteng to guide a dedicated team and drive service excellence. You will mentor staff, monitor performance, and implement strategies to improve customer satisfaction and efficiency.

The role requires strong leadership, coaching, and problem-solving skills, with a focus on process and performance improvements in a busy support environment.