Customer Support Lead - WhatJobs Direct

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

Benefits offered by this job

Hybrid work

Leadership development opportunities

Career growth

Be part of a progressive company

Medical and retirement benefits

Job summary

Placements24 in Sandton, Gauteng seeks a Customer Support Lead to guide a hybrid team delivering exceptional service. You will oversee daily operations, mentor staff, resolve escalations, and partner with Sales and Product to optimise customer experiences.

The ideal candidate has 3–5 years in customer support with 1–2 years in a supervisory role, strong leadership, excellent communication, and hands-on CRM experience in a fast-paced environment.

Qualifications

• 3–5 years in customer support with 1–2 years in a supervisory role.
• Strong leadership, communication, and problem-solving abilities.
• Hybrid work environment; commuting to Sandton as required.

Responsibilities

• Lead, mentor, and motivate a team of customer support representatives to achieve performance goals.
• Oversee daily support operations, ensuring efficient workflow and timely resolution of customer issues.
• Handle escalated customer complaints and complex inquiries, providing expert resolution.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Monitor team performance metrics and provide regular feedback and coaching.
• Train new team members and conduct ongoing training sessions for existing staff.
• Analyze support data to identify trends, areas for improvement, and reporting insights.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of support policies and procedures.
• Ensure adherence to quality standards and company guidelines.

Skills

Leadership

Team management

Communication

Customer service

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and motivated Customer Support Lead for their operations in Sandton, Gauteng. This position operates on a hybrid basis, allowing for a balance between remote flexibility and essential in-office collaboration. As a Lead, you will play a crucial role in guiding the customer support team, overseeing daily operations, and ensuring the delivery of exceptional service. The ideal candidate will possess strong leadership qualities, a deep understanding of customer service best practices, and excellent problem-solving abilities. This is an exciting opportunity to take on more responsibility and influence within a dynamic organization committed to customer satisfaction. Join our client's team in Sandton, Gauteng and help shape the future of their customer support.

Key Responsibilities

• Lead, mentor, and motivate a team of customer support representatives to achieve performance goals.
• Oversee daily support operations, ensuring efficient workflow and timely resolution of customer issues.
• Handle escalated customer complaints and complex inquiries, providing expert resolution.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Monitor team performance metrics and provide regular feedback and coaching.
• Train new team members and conduct ongoing training sessions for existing staff.
• Analyze support data to identify trends, areas for improvement, and reporting insights.
• Collaborate with other departments (e.g., Sales, Product) to ensure a seamless customer experience.
• Contribute to the development and refinement of support policies and procedures.
• Ensure adherence to quality standards and company guidelines.

Requirements

• Minimum of 3-5 years of experience in customer support, with at least 1-2 years in a supervisory or lead role.
• Demonstrated leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in CRM systems and customer support software.
• Ability to manage both remote and in-office team members effectively.
• Strong understanding of customer service principles and best practices.
• Bachelor's degree in Business Administration or a related field preferred.
• Ability to work effectively in a hybrid work environment, commuting to Sandton, Gauteng as required.
• Strategic thinking and the ability to drive process improvements.
• A passion for customer advocacy and service excellence.

Benefits

• Competitive annual salary of R.
• Hybrid work arrangement offering a flexible work environment.
• Significant leadership and career development opportunities.
• Chance to manage and inspire a dedicated customer support team.
• Be part of a progressive company with a strong focus on customer experience in Sandton, Gauteng .
• Comprehensive benefits package including medical and retirement contributions.
• Opportunities to contribute to strategic decision-making for customer support.