Customer Support Lead - Technical Products

Placements24; Upington; Presencial; ZAR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Retirement benefits

Relocation assistance

Leadership development

Career growth opportunities

Descripción de la vacante

Placements24 in Upington, Northern Cape, is seeking an experienced Customer Support Lead to head the support division. You will guide a team of representatives, resolve complex technical inquiries, and implement strategies to raise efficiency and customer satisfaction.

You will monitor KPIs, provide coaching, and collaborate with engineering on product feedback, ensuring the team stays current with product knowledge and support procedures. This role is based on-site in Upington.

Formación

• Minimum 5 years in customer support with leadership exposure.
• Proven ability to drive process improvements and SLAs.
• Strong technical aptitude related to manufacturing or technical equipment.

Responsabilidades

• Lead and mentor a high-performance customer support team.
• Oversee resolution of complex technical inquiries and issues.
• Develop and implement support strategies to improve efficiency and satisfaction.
• Monitor KPIs like response times, resolution rates, and CSAT.
• Act as escalation point for challenging customer cases.
• Collaborate with product development to relay customer feedback.
• Ensure up-to-date knowledge of product features and support procedures.
• Conduct regular performance reviews and coaching for the team.
• Manage resources to meet SLAs and prioritize customer centricity.

Conocimientos

Leadership

Customer service excellence

CRM systems

Team mentorship

Analytical thinking

Conflict resolution

Communication

Educación

Bachelor's degree in Engineering, Business Admin, or related field

Herramientas

Zendesk

ServiceNow

Descripción del empleo

Our client, a leading manufacturer of specialized technical equipment, is seeking a highly experienced and proactive Customer Support Lead to head their support division in Upington, Northern Cape. This leadership role demands a blend of technical expertise, exceptional customer service acumen, and strong team management skills. The successful candidate will be responsible for overseeing the day-to-day operations of the customer support team, ensuring high standards of service delivery, and driving continuous improvement initiatives. This is a pivotal opportunity to shape customer support excellence in the Northern Cape region for a company at the forefront of its industry.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a high-performance culture.


• Oversee the resolution of complex customer technical inquiries and issues related to our products.


• Develop and implement customer support strategies and processes to enhance efficiency and satisfaction.


• Monitor key performance indicators (KPIs) for the support team, such as response times, resolution rates, and customer satisfaction scores.


• Act as a point of escalation for challenging customer cases, ensuring timely and effective resolution.


• Collaborate with product development and engineering teams to provide customer feedback and identify product improvements.


• Ensure the team maintains up-to-date knowledge of product features, technical specifications, and support procedures.


• Conduct regular performance reviews and provide ongoing coaching and training to team members.


• Manage support resources effectively to meet service level agreements (SLAs).


• Champion a customer-centric approach throughout the support function.

Requirements

• Minimum of 5 years of experience in a customer support role, with at least 2 years in a supervisory or lead capacity.


• Strong technical background relevant to manufacturing or technical equipment is highly preferred.


• Proven ability to manage and motivate a support team effectively.


• Excellent problem-solving, analytical, and decision-making skills.


• Outstanding communication, interpersonal, and conflict-resolution abilities.


• Experience with CRM systems and customer support software (e.g., Zendesk, ServiceNow).


• Ability to interpret technical documentation and translate complex information for customers.


• Strategic thinker with a commitment to continuous improvement in customer service.


• Located in or willing to relocate to Upington, Northern Cape.


• Bachelor's degree in Engineering, Business Administration, or a related field is a plus.

Benefits

• A leading annual salary package up to R .


• Opportunities for professional growth and leadership development.


• Direct impact on customer satisfaction and product improvement strategies.


• Work with advanced technical products and solutions.


• Join a respected company with a strong presence in the Northern Cape.


• Comprehensive health insurance and retirement benefits.


• Relocation assistance may be considered for the right candidate.