Customer Care Team Lead

Placements24; Roanoke (VA); Hybrid; USD 37,000 - 55,000; Full time

Benefits offered by this job

Salary plus bonuses

Medical coverage

Retirement savings plan

Paid time off

Professional development

Hybrid work arrangement

Job summary

Placements24 is seeking a Customer Care Team Lead to guide our client’s support operations in a hybrid East London setting. You will supervise a team of customer care representatives, optimize workflows, and drive customer satisfaction initiatives.

You will monitor performance, conduct reviews, and implement strategies to improve first-contact resolution while coordinating with other departments to ensure a seamless customer experience. A relevant degree in business management is advantageous.

Qualifications

• Demonstrated leadership of a customer care team and ability to coach staff.
• Strong knowledge of customer service metrics and SLA management.
• Experience with CRM and helpdesk platforms to track performance and trends.

Responsibilities

• Lead, coach, and mentor a team of customer care representatives to ensure exceptional service delivery.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Develop strategies to improve customer satisfaction and first-contact resolution.
• Manage daily operations including scheduling, workload distribution, and adherence to SLAs.
• Handle escalated customer complaints and resolve issues efficiently.
• Identify training needs and facilitate ongoing professional development.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of customer service policies and procedures.

Skills

Team leadership

Motivation skills

CRM experience

Data analysis

Communication

Time management

Problem solving

Education

Bachelor's degree in Business Management

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client, a prominent e-commerce platform, is seeking an experienced and dynamic Customer Care Team Lead to guide their support operations in **East London, Eastern Cape, ZA**. This role is essential for ensuring high standards of customer service delivery and fostering a collaborative, high-performing team environment. You will be responsible for supervising a team of customer care representatives, optimizing workflows, and driving customer satisfaction initiatives. This position features a **Hybrid** work arrangement, allowing for a blend of in-office mentorship and remote flexibility. We are committed to building a strong, customer-centric culture and are looking for a leader who can inspire and motivate their team to achieve excellence. Your leadership will be key to enhancing our client's reputation and customer loyalty.

Key Responsibilities

• Lead, coach, and mentor a team of customer care representatives to ensure exceptional service delivery.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Develop and implement strategies to improve customer satisfaction and first-contact resolution rates.
• Manage daily operations, including scheduling, workload distribution, and ensuring adherence to service level agreements (SLAs).
• Handle escalated customer complaints and complex issues, resolving them efficiently and effectively.
• Identify training needs for the team and facilitate ongoing professional development.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of customer service policies and procedures.

Requirements

• Proven leadership experience in a customer service or call center environment (minimum 3 years).
• Demonstrated ability to motivate and manage a team effectively.
• Strong understanding of customer service principles, metrics, and best practices.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Experience with customer relationship management (CRM) systems and helpdesk software.
• Ability to analyze data and translate insights into actionable improvements.
• Strong organizational and time management skills, with the ability to manage a **Hybrid** schedule.
• Proficiency in problem-solving and decision-making.
• A relevant degree or certification in business management or a related field is an advantage.

Benefits

• Our client offers an attractive salary of ** R per annum**, along with performance-based bonuses.
• Benefits include comprehensive medical coverage, a retirement savings plan, and paid time off.
• Professional development opportunities and career advancement within a growing organization are readily available.
• This **Hybrid** role offers a great work-life balance, with time spent collaborating in our modern office in **East London, Eastern Cape, ZA**, and the flexibility of remote work.
• Join a supportive and innovative team dedicated to customer excellence.