Customer Support Lead - Cape Town

Placements24; Cape Town; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Paid time off and public holidays

Leadership training & certifications

Retirement savings plan with employer

Hybrid work model

Modern office space with amenities

Employee wellness programs

Job summary

WhatJobs Direct in Cape Town is seeking an experienced Customer Support Lead to mentor a growing team and drive customer satisfaction. This hybrid role blends remote work with a modern office environment, fostering a balanced work culture and strong collaboration across departments.

You will design support processes, analyze performance metrics, and lead initiatives to improve the customer experience while aligning with company goals.

Qualifications

• 4+ years in customer service, with at least 2 years in a team lead or supervisory role.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of CSAT, NPS, FCR metrics and customer service principles.
• Experience with CRM software and helpdesk systems (Zendesk, Salesforce).
• Ability to analyze data and generate insightful reports.
• Proficiency in written and verbal communication.
• Strong organizational and multitasking skills.

Responsibilities

• Lead, train, and motivate a team of customer support representatives to deliver exceptional service.
• Develop and implement effective customer support strategies and workflows.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze support data to identify trends and opportunities for proactive engagement.
• Collaborate with other departments to ensure a seamless customer experience across touchpoints.
• Create and maintain up-to-date training materials and knowledge base for the support team.
• Ensure adherence to SLAs and company policies and procedures.
• Contribute to hiring and onboarding processes for new staff.
• Champion customer-centric initiatives within the organization.

Skills

Leadership

Team management

Customer service

Communication

Data analysis

CRM (Zendesk/Salesforce)

Education

Relevant degree or equivalent experience

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, WhatJobs Direct, is looking for an experienced and proactive Customer Support Lead to manage and mentor their customer service team in Cape Town, Western Cape, ZA . This hybrid role offers the flexibility to work from home and in our modern office space, fostering a balanced work environment. You will be responsible for driving customer satisfaction, improving support processes, and ensuring the team meets and exceeds performance targets. This position requires strong leadership skills and a deep understanding of customer service best practices. As a lead, you will play a crucial role in shaping the customer experience and contributing to the overall success of the company. If you are a natural leader with a passion for customer advocacy and a desire to make a significant impact,

Key Responsibilities

• Lead, train, and motivate a team of customer support representatives to deliver exceptional service.
• Develop and implement effective customer support strategies and workflows.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze support data to identify trends, areas for improvement, and opportunities for proactive customer engagement.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Create and maintain up-to-date training materials and knowledge base for the support team.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Contribute to hiring and onboarding processes for new customer support staff.
• Champion customer-centric initiatives within the organization.

Requirements

• Minimum of 4 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of customer service principles and metrics (e.g., CSAT, NPS, FCR).
• Experience with CRM software and helpdesk systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to analyze data and generate insightful reports.
• Proficiency in both written and verbal communication.
• Strong organizational and multitasking skills.
• Experience working in a hybrid or remote team environment is a plus.
• Relevant degree or equivalent experience in a related field.

Benefits

• This position offers a competitive annual salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance coverage is provided.
• We offer generous paid time off, including annual leave, sick days, and public holidays.
• Opportunities for professional development, including leadership training and certifications, are available.
• A retirement savings plan with employer contributions is part of the package.
• Employees can enjoy access to a modern office space with excellent amenities.
• This role provides the flexibility of a hybrid work model.
• We foster a collaborative and supportive work environment.
• Employee wellness programs are actively promoted.