Customer Support Lead

Placements24; Rustenburg; Hybrid; ZAR 360,000 - 520,000; Full time

Benefits offered by this job

Competitive salary package

Comprehensive health insurance

Leadership development and career grow

Generous annual leave

Performance bonuses and incentives

Collaborative team culture

Professional development budget

Be a key player in the success of an创新

Job summary

Placements24 is seeking a Customer Support Lead to drive the performance and engagement of the support team in Rustenburg, North West. You will oversee daily operations, coaching staff and implementing customer service standards to ensure top-tier satisfaction.

The role emphasizes data-driven improvements and cross-functional collaboration within a growing e-commerce environment. The ideal candidate brings leadership experience, strong communication skills, and a passion for delivering

Qualifications

• 3+ years in customer support with leadership exp.
• Strong communication and coaching abilities.
• Experience with CRM and support tools.

Responsibilities

• Lead and coach a team of customer support reps.
• Monitor interactions and provide feedback.
• Develop and implement service policies.
• Handle escalated complaints with timely resolutions.
• Analyze KPIs to identify trends and improvements.
• Collaborate with sales and operations to meet customer needs.
• Train new hires and ongoing staff development.
• Manage the ticketing system and record-keeping.
• Drive continuous improvement of processes and tools.
• Foster a positive, customer-focused team culture.

Skills

Team leadership

Customer support

CRM proficiency

Data analysis

Training & development

Verbal & written communication

Problem solving

Tools

CRM software

Support platforms

Job description

About the Role

Our client, a dynamic e-commerce platform, is seeking an experienced and enthusiastic Customer Support Lead to spearhead their support operations in Rustenburg, North West. This leadership role is designed for an individual who is passionate about delivering outstanding customer service and possesses a proven track record in managing and motivating support teams. You will be responsible for overseeing the daily activities of the customer support department, ensuring high levels of customer satisfaction, and contributing to the development of customer service strategies. The ideal candidate will have a strong understanding of customer service best practices and a knack for problem-solving. This is a fantastic opportunity to take on a leadership position within a growing company in the heart of the North West province. Our client is dedicated to creating an exceptional customer experience through its dedicated support team.

Key Responsibilities

• Lead, coach, and manage a team of customer support representatives to ensure exceptional service delivery.
• Monitor customer interactions and provide constructive feedback to team members.
• Develop and implement customer service policies and procedures to enhance efficiency and effectiveness.
• Handle escalated customer complaints and issues, providing timely and satisfactory resolutions.
• Analyze customer support data and KPIs to identify trends, patterns, and areas for improvement.
• Collaborate with other departments, such as sales and operations, to address customer needs comprehensively.
• Train new hires and conduct ongoing training for existing staff on product knowledge and service standards.
• Manage the customer support ticketing system, ensuring accurate record-keeping and prompt response times.
• Contribute to the continuous improvement of customer support processes and tools.
• Foster a positive and collaborative team environment focused on customer satisfaction.

Requirements

• Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or lead role.
• Demonstrated leadership and team management skills.
• Excellent verbal and written communication skills, with strong interpersonal abilities.
• Proficiency in using CRM software and customer support platforms.
• Strong problem-solving and conflict-resolution capabilities.
• Ability to analyze data and generate reports on team performance and customer satisfaction.
• Experience in developing and delivering training programs.
• A passion for customer service and a customer‑centric mindset.
• Ability to multitask and thrive in a fast‑paced environment.
• Familiarity with the local market in Rustenburg is advantageous.

Benefits

• Competitive salary package.
• Comprehensive health insurance coverage.
• Opportunities for leadership development and career growth.
• Generous annual leave.
• Performance bonuses and incentives.
• A collaborative and supportive team culture.
• Modern office facilities (if applicable) or a productive remote work setup.
• Employee discounts on company products/services.
• Professional development budget.
• Be a key player in the success of an innovative company in Rustenburg.