Customer Support Lead - Soweto Operations

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

About the Role

Our client is seeking a dedicated and experienced Customer Support Lead to guide their customer service team in Soweto, Gauteng . This pivotal role is responsible for ensuring the delivery of exceptional customer support, resolving complex issues, and fostering a positive and productive team environment. The ideal candidate will possess strong leadership capabilities, excellent problem-solving skills, and a deep understanding of customer service best practices. As a lead, you will mentor and supervise support agents, manage escalations, and contribute to the continuous improvement of service delivery. This is a fantastic opportunity for career advancement within a growing company that values its employees and promotes a collaborative atmosphere. The successful candidate will play a crucial role in maintaining high customer satisfaction rates and driving operational efficiency. We are looking for an individual who is proactive, detail-oriented, and excels in managing both team performance and individual customer interactions. Your commitment to exceeding customer expectations and supporting your team will be highly valued. Become a driving force for customer excellence in Soweto .

Key Responsibilities

• Lead and mentor a team of customer support representatives, providing guidance and performance feedback.
• Handle complex customer inquiries and escalations, ensuring timely and satisfactory resolution.
• Monitor team performance metrics and implement strategies to improve efficiency and customer satisfaction.
• Develop and update training materials and conduct regular training sessions for the support team.
• Collaborate with other departments to address customer issues and improve overall service delivery.
• Maintain accurate records of customer interactions and team performance in the CRM system.
• Ensure adherence to company policies and procedures in all customer service activities.
• Identify opportunities for process improvements and implement best practices.
• Foster a positive and collaborative team environment focused on customer success.

Requirements

• Proven experience in a customer service or helpdesk role, with at least 2 years in a supervisory or lead capacity.
• Strong leadership, coaching, and team management skills.
• Excellent verbal and written communication abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong problem-solving and conflict resolution skills.
• Ability to multitask, prioritize effectively, and manage time efficiently.
• A patient, empathetic, and professional demeanor.
• High school diploma or equivalent required; relevant certifications or further education are a plus.
• Familiarity with the Soweto community and business context is advantageous.
• Must be available to work on-site at our Soweto location.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive medical and retirement benefits.
• Opportunities for leadership development and career advancement.
• A supportive and engaging work culture.
• Employee discount programs.
• Generous paid time off and holiday schedule.
• Performance-based incentives and bonuses.
• Regular team-building activities and professional development workshops.