Customer Support Lead - Telecommunications Sector

Placements24; Polokwane; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

PTO & holidays

Professional development

Fully remote work

Equipment provided

Employee assistance program

Wellness initiatives

Job summary

Placements24 is seeking a Customer Support Lead to oversee a fully remote team delivering high-quality customer service across South Africa. You will set performance goals, coach team members, monitor KPIs, and drive improvements in response times and customer satisfaction.

The role requires 5+ years in customer service with at least 2 years in a supervisory capacity, strong leadership, and experience with CRM and helpdesk tools. A Bachelor’s degree is preferred.

Qualifications

• 5+ years in customer service or related field with 2+ years in a team lead/supervisor role.
• Experience managing remote teams effectively.
• Strong leadership, coaching and interpersonal skills.
• Proficiency with CRM/helpdesk tools and virtual collaboration platforms.
• Bachelor's degree in Business Admin/Management preferred.

Responsibilities

• Lead and manage a team of remote customer support representatives.
• Set performance expectations and KPIs, monitor progress, provide feedback.
• Ensure timely resolution of inquiries across channels (phone, email, chat).
• Develop best practices for support operations and workflows.
• Conduct regular meetings, coaching sessions, and skills development.
• Analyze feedback and metrics to drive improvements.
• Collaborate with other departments to resolve complex issues.
• Maintain knowledge of products, services, and policies.
• Handle escalated issues when needed.

Skills

Leadership

Coaching

Interpersonal

Communication

Problem solving

Conflict resolution

Multitasking

Education

Bachelor's degree

Tools

CRM software

Helpdesk systems

Collaboration tools

Job description

About the Role

Our client, a leading telecommunications provider, is seeking an experienced and motivated Customer Support Lead to oversee their remote customer service operations. This critical role involves managing a team of customer support representatives, ensuring high standards of service delivery, and driving customer satisfaction. The ideal candidate will possess strong leadership skills, a deep understanding of customer service principles, and proven experience in managing teams, preferably in a remote-first environment. This is an exceptional opportunity to lead and inspire a team dedicated to providing exceptional support to a wide customer base. You will be responsible for setting performance goals, providing coaching, and ensuring efficient resolution of customer inquiries. This is a fully remote position, allowing you to work from anywhere in South Africa, with regular virtual team meetings and collaboration.

Key Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and productive work environment.
• Set clear performance expectations and KPIs for the team, monitoring progress and providing regular feedback.
• Ensure timely and effective resolution of customer inquiries and complaints across various channels (phone, email, chat).
• Develop and implement best practices for customer service and support operations.
• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance team skills and performance.
• Analyze customer feedback and support metrics to identify areas for improvement and implement corrective actions.
• Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience.
• Maintain up-to-date knowledge of the company's products, services, and policies.
• Handle escalated customer issues personally when necessary.
• Contribute to the development and optimization of customer support strategies and workflows.
• Ensure compliance with company policies and service level agreements (SLAs).

Requirements

• Minimum of 5 years of experience in customer service or a related field, with at least 2 years in a team lead or supervisory role.
• Proven experience managing and motivating remote teams effectively.
• Excellent leadership, coaching, and interpersonal skills.
• Strong understanding of customer service principles, best practices, and KPIs.
• Proficiency in using CRM software, helpdesk systems, and virtual collaboration tools.
• Excellent problem-solving and decision-making abilities.
• Strong communication and conflict resolution skills.
• Ability to work independently and manage multiple priorities in a remote setting.
• A Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Experience in the telecommunications industry is a significant advantage.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive medical aid coverage.
• Generous paid time off and company holidays.
• Opportunities for professional development and leadership training.
• Fully remote work arrangement offering excellent flexibility.
• Company-provided equipment and software.
• Employee assistance program and wellness initiatives.
• A supportive and dynamic virtual team culture.