Customer Support Lead

Placements24; Paarl; Hybrid; ZAR 420,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Leadership bonus

Hybrid work model

Medical aid

Retirement benefits

Leadership development

Career advancement

Team culture

Job summary

Placements24 in Paarl seeks an experienced Customer Support Lead to guide the support team. This hybrid role blends office leadership with remote task management to maintain high service standards.

You will mentor staff, monitor metrics, handle escalations, and collaborate with other departments to improve the customer journey. A rewarding leadership role with growth opportunities awaits.

Qualifications

• At least 2 years in a lead or supervisory customer support role.
• Strong leadership, communication and problem-solving skills.
• Experience with CRM systems and customer support software.

Responsibilities

• Supervise and mentor a team of customer support representatives.
• Monitor team performance and implement improvement strategies.
• Handle escalated customer issues and ensure timely resolution.
• Develop and refine customer support policies and procedures.
• Collaborate with other departments to improve the customer journey.

Skills

Leadership

Communication

Problem-solving

KPI knowledge

Coaching

Tools

CRM software

Job description

About the Role

Our client is searching for an experienced and dynamic Customer Support Lead to guide their support team in Paarl . This leadership role is essential for ensuring the consistent delivery of high-quality customer service and for mentoring support staff. You will be responsible for overseeing daily operations, improving support processes, and ensuring customer satisfaction targets are met or exceeded. This hybrid role offers a strategic blend of leadership presence in the office and the flexibility to manage tasks remotely, fostering an efficient and cohesive team environment.

Key Responsibilities

• Supervise and mentor a team of customer support representatives, providing guidance and training.
• Monitor team performance, track key metrics, and implement strategies for improvement.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Develop and refine customer support policies and procedures to enhance efficiency and effectiveness.
• Collaborate with other departments to advocate for customer needs and improve the overall customer journey.

Requirements

• Proven experience in a customer support role, with at least 2 years in a lead or supervisory capacity.
• Excellent leadership, communication, and problem-solving skills.
• Experience with CRM systems and customer support software.
• Ability to train, coach, and motivate a team.
• Strong understanding of customer service best practices and KPIs.

Benefits

• Competitive salary and leadership bonus structure.
• Hybrid work model providing flexibility and work-life balance.
• Comprehensive medical aid and retirement benefits.
• Opportunities for leadership development and career advancement.
• A collaborative environment with a focus on team success.