Customer Support Lead - Mentor & Escalations (Soweto)

Placements24; Soweto; On-site; ZAR 300,000 - 460,000; Full time

Benefits offered by this job

Competitive salary

Medical benefits

Retirement benefits

Leadership development

Career advancement

Supportive culture

Employee discounts

Generous PTO

Bonuses and incentives

Team-building activities

Job summary

Placements24 in Soweto, Gauteng, is seeking a Customer Support Lead to guide the support team, resolve complex issues, and drive excellent service delivery.

You will mentor agents, handle escalations, monitor metrics, and collaborate with other departments to improve processes. On-site role with a collaborative culture and opportunities for career growth.

Ideal candidates bring 2+ years in supervisory customer service, strong leadership, CRM experience, and a proactive, detail-oriented approach.

Qualifications

• 2+ years in a supervisory or lead role in customer service.
• Strong leadership, coaching, and team management skills.
• Excellent verbal and written communication abilities.
• Proficiency with CRM and helpdesk ticketing systems.
• Patient, empathetic, and professional demeanor.
• Familiarity with Soweto market is a plus.

Responsibilities

• Lead and mentor a team of customer support representatives.
• Handle complex inquiries and escalations.
• Monitor performance metrics and improve efficiency.
• Develop and deliver regular training sessions.
• Collaborate with other departments to improve service.
• Maintain records of interactions and performance in CRM.
• Ensure adherence to company policies.
• Identify process improvements and best practices.
• Foster a positive team environment focused on customer success.

Skills

Leadership

Coaching

Team management

Communication

Problem-solving

Multitasking

Time management

Empathy

Education

High school diploma or equivalent

Tools

CRM software

Helpdesk systems

Job description

Placements24 in Soweto, Gauteng, is seeking a Customer Support Lead to guide the support team, resolve complex issues, and drive excellent service delivery.

You will mentor agents, handle escalations, monitor metrics, and collaborate with other departments to improve processes. On-site role with a collaborative culture and opportunities for career growth.

Ideal candidates bring 2+ years in supervisory customer service, strong leadership, CRM experience, and a proactive, detail-oriented approach.