Caseware Working Papers Support Team Lead

Caseware Africa; Midrand; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading software company in Midrand seeks a Team Leader to manage customer support operations. You will develop team plans, oversee recruitment, and enhance client journeys through strategic interventions. Candidates should have a BCom or Accounting degree and 3-5 years' experience in customer roles, particularly with Caseware Working Papers. Strong leadership and communication skills are essential, along with proficiency in CRM systems.

Qualifications

• Post-Matric qualification with excellent academic records.
• 3-5 years’ experience in customer-related roles.
• Experience with Caseware Working Papers.

Responsibilities

• Develop and implement team plans, targets, and metrics.
• Facilitate recruitment activities in line with policies.
• Oversee coaching and performance management of the team.

Skills

Problem-solving

Relationship management

Leadership

Communication

Time management

Emotional intelligence

Education

BCom or Accounting degree

Tools

Salesforce.com

ITIL

Six Sigma

Job description

To provide exceptional support service to our customers for all related products. To oversee the support team by providing operational direction, task delegation, and the overall coaching and team leadership to achieve the team's stated targets and objectives.

Key Responsibilities

1. Team Management: Develop and implement an annual team plan that guides targets, objectives, and client success metrics.
2. Recruitment: Partner with HCM, divisional leaders, and our recruitment supplier to facilitate recruitment activities in accordance with the Group recruitment policy and the Recruitment and Selection policy.
3. Team Development: Oversee coaching, mentoring, performance management, and career development of the team.
4. Procedures: Lead the execution and monitoring of support team procedures.
5. Team Guidance: Provide direction on tasks and areas for improvement.
6. Client Success: Enhance the client journey through strategic interventions and manage relationships from onboarding to retention, ensuring high customer satisfaction.
7. Campaigns: Participate in developing and implementing client success campaigns.
8. Internal Orientation: Lead activities to promote internal understanding of client success strategies.
9. Data Analysis: Generate and leverage team metrics for performance improvement and business opportunities.
10. Product & Service: Oversee resolution of reported cases and collaborate with product teams on testing and releases.
11. Innovation & Projects: Identify process improvements and contribute to the support team strategy, fostering continuous improvement.

Qualifications and Experience

• Post-Matric qualification, including a completed BCom or Accounting degree, with excellent academic records.
• 3-5 years’ experience in customer-related roles and with Caseware Working Papers.
• Experience with CRM systems (Salesforce.com advantageous), support methodologies (ITIL, Six Sigma), cloud applications, and electronically licensed software.
• Proficiency in data analysis and reporting.

Essential Skills

• Problem-solving and troubleshooting skills.
• Relationship management and strong leadership abilities.
• Excellent communication skills and ability to work under pressure.
• Time management, prioritization, and emotional intelligence.
• Ability to handle complex client environments and manage multiple requests effectively.