Customer Support Lead - Randburg

Placements24; Randburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive leadership bonus potential

Health, dental, and vision coverage

Retirement savings plan with company 2

Generous paid time off and holidays

Professional development and coaching

Job summary

Placements24 in Randburg is seeking a Customer Support Lead to guide a growing team, overseeing daily operations, mentoring staff, and shaping support strategies to elevate service quality.

You will monitor KPIs, resolve complex issues, collaborate across departments, and implement knowledge base improvements, with remote work flexibility and leadership development opportunities.

Qualifications

• Minimum of 5 years in customer support, with ≥2 years in a lead role.
• Proven leadership and performance management experience.
• Strong knowledge of customer service best practices and metrics.
• Excellent problem-solving and communication skills.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily support operations, ensuring efficient ticket management and resolution.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor KPIs for the support team and report on progress.
• Handle escalated customer issues and complex inquiries.
• Collaborate with other departments to resolve cross-functional customer issues.
• Contribute to the creation and maintenance of support documentation and knowledge base.
• Identify training needs for the team and facilitate relevant development opportunities.
• Ensure adherence to company policies and SLAs.
• Drive continuous improvement initiatives within the customer support function.

Skills

Team leadership

Performance management

Customer service best practices

Communication

Problem solving

Conflict resolution

Prioritization

CRM software

Ticketing systems

Education

Bachelor's degree in Business Administration

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Support Lead to guide their support team in Randburg, Gauteng . This leadership role is responsible for overseeing daily support operations, mentoring team members, and ensuring the delivery of exceptional customer service. You will play a critical role in developing and implementing support strategies, improving processes, and enhancing overall customer satisfaction. The ideal candidate possesses strong leadership qualities, in-depth knowledge of customer service best practices, and a proven ability to manage and motivate a team. This is an exciting opportunity to take on more responsibility and shape the future of customer support within a growing company. You will work in a collaborative environment that values innovation and employee growth. Join us in Randburg, Gauteng and lead our team to new heights of customer service excellence.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily support operations, ensuring efficient ticket management and resolution.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor key performance indicators (KPIs) for the support team and report on progress.
• Handle escalated customer issues and complex inquiries.
• Collaborate with other departments to resolve cross-functional customer issues.
• Contribute to the creation and maintenance of support documentation and knowledge base.
• Identify training needs for the team and facilitate relevant development opportunities.
• Ensure adherence to company policies and service level agreements (SLAs).
• Drive continuous improvement initiatives within the customer support function.

Requirements

• Minimum of 5 years of experience in customer support, with at least 2 years in a lead or supervisory role.
• Demonstrated experience in team leadership and performance management.
• In-depth knowledge of customer support best practices and technologies (e.g., CRM, ticketing systems).
• Excellent problem-solving, decision-making, and communication skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong understanding of customer service metrics and reporting.
• Experience in conflict resolution and de-escalation techniques.
• Remote work capability is essential, supporting the Randburg, Gauteng team.
• Bachelor's degree in Business Administration or a related field is preferred.

Benefits

• Competitive salary and leadership bonus potential.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off and holidays.
• Professional development and leadership training opportunities.
• Remote work flexibility.
• Dynamic and supportive team environment.