Customer Support Lead: Mentoring & Escalations Expert

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

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.