Customer Support Lead: Team Coach & Ops Champion

Placements24; Benoni; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Placements24 in Benoni, South Africa, seeks an experienced Customer Support Lead to mentor and manage a growing team. You will drive daily operations, enforce SLAs, and champion exceptional customer service across the organization.

You will coach staff, run performance reviews, and implement strategies to boost satisfaction and loyalty while resolving escalated inquiries. Strong communication and CRM proficiency are essential.

Qualifications

• Proven experience in a customer support leadership or supervisory role.
• Demonstrated ability to lead and motivate a team.
• Strong understanding of customer service best practices and metrics.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in customer support software and CRM systems.
• Exceptional communication and interpersonal abilities.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives.
• Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Handle complex and escalated customer inquiries and complaints.
• Conduct performance reviews and provide regular feedback to team members.
• Analyze support metrics and report on team performance to management.

Skills

Team leadership

Customer service metrics

Conflict resolution

CRM proficiency

Problem solving

Communication skills

Job description

Placements24 in Benoni, South Africa, seeks an experienced Customer Support Lead to mentor and manage a growing team. You will drive daily operations, enforce SLAs, and champion exceptional customer service across the organization.

You will coach staff, run performance reviews, and implement strategies to boost satisfaction and loyalty while resolving escalated inquiries. Strong communication and CRM proficiency are essential.