Customer Support Lead - WhatJobs Direct

Placements24; Vereeniging; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Leadership bonus potential

Professional development and training

Hybrid work model (office + remote)

Health benefits and retirement plan

Generous paid time off

Job summary

WhatJobs Direct in Vereeniging, Gauteng, is seeking an experienced Customer Support Lead to manage and mentor a support team in a hybrid role, blending office presence with remote work. The role focuses on coaching, training, and optimizing customer service performance.

The ideal candidate will have a proven track record in customer support leadership and a deep understanding of best practices, with strong communication and problem-solving skills to maintain high customer satisfaction.

Qualifications

• Minimum of 4 years in customer support, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead, mentor, and develop a team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Proficiency in using helpdesk software and CRM systems.

Responsibilities

• Lead, manage, and motivate a team of Customer Support Representatives to achieve performance goals.
• Oversee daily support operations, ensuring efficient and effective issue resolution.
• Develop and implement training programs to enhance team skills and knowledge.
• Monitor support queues and allocate resources to meet SLAs.
• Handle escalated customer issues and complex inquiries with professionalism and efficiency.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Analyze support metrics and generate reports to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of support policies and procedures.
• Foster a positive and customer-centric team culture.

Skills

Leadership

Team mentorship

Customer service principles

Problem solving

Communication

Multitasking

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client, WhatJobs Direct, is seeking an experienced and dynamic Customer Support Lead to manage and mentor their support team in Vereeniging, Gauteng. This is a leadership role where you will oversee daily operations, drive team performance, and ensure the highest standards of customer service are met. You will be responsible for training, coaching, and supporting a team of customer service professionals, fostering a positive and productive work environment. The ideal candidate has a proven track record in customer support leadership and a deep understanding of customer service best practices. This hybrid role combines the collaborative benefits of an office setting in Vereeniging with the flexibility of remote work, offering a balanced approach to leadership.

Key Responsibilities

• Lead, manage, and motivate a team of Customer Support Representatives to achieve performance goals.
• Oversee daily support operations, ensuring efficient and effective issue resolution.
• Develop and implement training programs to enhance team skills and knowledge.
• Monitor support queues and allocate resources to meet service level agreements (SLAs).
• Handle escalated customer issues and complex inquiries with professionalism and efficiency.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Analyze support metrics and generate reports to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of support policies and procedures.
• Foster a positive and customer-centric team culture.

Requirements

• Minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead, mentor, and develop a team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Proficiency in using helpdesk software and CRM systems.
• Outstanding communication and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience in the HR tech or SaaS industry is a significant advantage.
• Must be able to work a hybrid schedule, based in or able to commute to Vereeniging, Gauteng.
• A strong commitment to delivering exceptional customer service.

Benefits

• Competitive salary and leadership bonus potential.
• Opportunity to lead and develop a talented customer support team.
• Professional development and leadership training programs.
• Hybrid work model offering a blend of office and remote work in Vereeniging.
• Comprehensive health benefits and retirement plan.
• Generous paid time off and company holidays.
• Access to modern office facilities and technology.
• A challenging and rewarding career path.