Customer Support Lead

Placements24; Randburg; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary

Leadership bonus opportunities

Health benefits

Professional development

Vibrant Randburg team culture

Job summary

Placements24 seeks a seasoned Customer Support Lead in Randburg to mentor the support team and drive service excellence. You will own escalations, coach agents, and implement best practices to raise customer satisfaction and loyalty.

In this leadership role, you will partner with other departments, define training programs, and monitor KPIs to optimise performance. A passion for developing professionals and a proactive problem-solving mindset are essential.

Qualifications

• Experience leading a customer support team.
• Proven ability to train and coach staff.
• Strong knowledge of support best practices and tools.
• Excellent problem solving, decision making, and communication.
• Skilled at handling escalations and complex cases.
• Experience defining and tracking support KPIs.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a positive environment.
• Oversee daily operations, ensuring efficient ticket handling and timely resolution.
• Handle escalated complaints and complex issues with expert resolution.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor KPIs and drive improvements in service quality and efficiency.
• Collaborate with other departments to align support strategies with business objectives.

Skills

Customer support management

Team leadership

Customer service best practices

Communication skills

Escalation handling

Metrics tracking

Job description

About the Role

Our client is seeking a dynamic and experienced Customer Support Lead to manage and mentor their support team in Randburg . This leadership role is critical for ensuring the delivery of exceptional customer service, handling complex escalations, and driving continuous improvement within the support function. You will be responsible for team performance, agent training, and implementing best practices to enhance customer satisfaction and loyalty. The ideal candidate has a proven track record in customer support management, strong leadership skills, and a passion for coaching and developing support professionals.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive environment.
• Oversee daily support operations, ensuring efficient ticket handling and timely resolution of customer issues.
• Handle escalated customer complaints and complex issues, providing expert resolution.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor key performance indicators (KPIs) and drive improvements in service quality and efficiency.
• Collaborate with other departments to align support strategies with overall business objectives.

Requirements

• Proven experience in a Customer Support management or team lead role.
• Demonstrated ability to lead, motivate, and develop a support team.
• Strong understanding of customer service best practices and support tools/technologies.
• Excellent problem-solving, decision-making, and communication skills.
• Ability to manage escalations and difficult customer situations effectively.
• Experience in defining and tracking support metrics.

Benefits

• Competitive salary and leadership bonus opportunities.
• Comprehensive health, dental, and vision benefits.
• Opportunities for professional development and leadership training.
• A vibrant and supportive team culture in Randburg .
• Be instrumental in shaping the customer support experience.