Customer Support Lead - On-site

Placements24; Mbombela (Nelspruit); On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Competitive salary with leadership-bon

On-site role with leadership in Nelspr

Medical and retirement benefits

Paid time off and development

Dynamic team environment

Job summary

Placements24 in Nelspruit is seeking an experienced Customer Support Lead to manage our on-site support operations. You will guide the team, train, mentor, and drive performance while handling escalated issues.

This hands-on leadership role focuses on delivering high-quality service, optimizing processes, and collaborating with other departments to ensure a seamless customer experience. Bachelor’s degree or equivalent experience preferred.

Qualifications

• Experience leading a customer support team.
• Strong customer service practices and helpdesk operations.
• Excellent leadership, communication, and problem-solving skills.
• Ability to motivate and manage a team effectively.
• Experience with customer support software and reporting tools.
• Bachelor's degree or equivalent in a relevant field.

Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Set performance goals and monitor team performance, providing regular feedback.
• Manage and resolve escalated customer complaints and complex issues.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Oversee the daily operations of the customer support department.
• Collaborate with other department heads to ensure a cohesive customer experience.

Skills

Leadership

Customer service

Communication

Problem-solving

Team motivation

Coaching

Education

Bachelor's degree or equivalent experience in a relevant field

Tools

Helpdesk software

Reporting tools

Job description

Our client is seeking an experienced and motivated Customer Support Lead to manage their support operations in Nelspruit . This on-site leadership role is crucial for guiding the customer support team, ensuring high-quality service delivery, and optimizing support processes. You will be responsible for training, mentoring, and motivating the team, as well as handling escalated customer issues. This position is ideal for a natural leader with a strong background in customer service and a passion for driving team performance in a physical office setting.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Set performance goals and monitor team performance, providing regular feedback.
• Manage and resolve escalated customer complaints and complex issues.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Oversee the daily operations of the customer support department.
• Collaborate with other department heads to ensure a cohesive customer experience.

Requirements

• Proven experience in a customer support leadership or supervisory role.
• Strong understanding of customer service best practices and helpdesk operations.
• Excellent leadership, communication, and problem-solving skills.
• Ability to motivate and manage a team effectively.
• Experience with customer support software and reporting tools.
• Bachelor's degree or equivalent experience in a relevant field.

Benefits

• Competitive salary with leadership bonus potential.
• On-site role with opportunities for team leadership in Nelspruit .
• Comprehensive medical and retirement benefits package.
• Paid time off and opportunities for professional development.
• A dynamic and supportive team environment focused on excellence.