Customer Support Lead

Placements24; Mossel Bay; Hybrid; ZAR 450,000 - 650,000; Full time

Benefits offered by this job

Hybrid work model

Leadership bonus potential

Health benefits

Job summary

Placements24 is seeking an experienced and motivated Customer Support Lead to join their Mossel Bay team. This hybrid role oversees daily operations, mentors agents, and ensures exceptional service through a blend of in-office collaboration and remote guidance.

You will drive team performance, implement service improvements, and partner with management to set objectives. The successful candidate will have strong leadership, a deep understanding of customer service, and a track record of

Qualifications

• Proven leadership experience in customer support or helpdesk.
• Strong understanding of customer service principles and practices.
• Excellent coaching and team-management abilities.
• Experience with CRM systems and ticketing software.
• Ability to thrive in a hybrid work environment.

Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Monitor team performance metrics and provide coaching.
• Handle escalated customer issues and ensure resolutions.
• Develop strategies to improve customer satisfaction and reduce response times.
• Collaborate with management to set team objectives.
• Contribute to process improvements within the support department.

Skills

Leadership

Coaching

CRM proficiency

Team management

Tools

CRM systems

Ticketing software

Job description

About the Role

Our client is seeking an experienced and motivated Customer Support Lead to join their team in Mossel Bay . This leadership role involves overseeing the daily operations of the customer support team, mentoring agents, and ensuring the delivery of exceptional service. You will work within a hybrid model, contributing to both remote team efficiency and essential in-office collaboration. This is a pivotal opportunity for an individual with strong leadership skills and a deep understanding of customer service best practices to make a significant impact. You will be key in driving team performance and enhancing the overall customer experience, fostering a culture of service excellence.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer issues and ensure timely and satisfactory resolutions.
• Develop and implement strategies to improve customer satisfaction and reduce response times.
• Collaborate with management to set team objectives and operational plans.
• Contribute to process improvements and best practices within the support department.

Requirements

• Proven experience in a customer support or helpdesk leadership role.
• Excellent understanding of customer service principles and practices.
• Strong leadership, coaching, and team management skills.
• Proficiency with CRM systems and support ticketing software.
• Effective problem-solving and decision-making abilities.
• Ability to thrive in a hybrid work environment and motivate a diverse team.

Benefits

• Competitive salary with leadership bonus potential.
• Hybrid work model providing work-life balance.
• Comprehensive health and benefits package.
• Opportunities for professional growth and leadership development.
• A dynamic and supportive team environment in Mossel Bay .