Customer Support Leader: KPI-Driven Team Builder

Red Ember Recruitment; Cape Town; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading recruitment agency in South Africa is seeking an experienced Customer Support Manager to oversee daily operations and lead a team of over 10 members. The role involves setting and achieving KPIs, refining strategies, and enhancing overall customer satisfaction through effective management and support processes. Candidates should possess a National Diploma and at least 2 years of management experience within a customer service environment. Proficiency in customer support platforms like Zendesk is essential.

Qualifications

• At least 2 years' experience as a Customer Support Manager, managing a team of 10 or more.
• Proven ability to provide strong, consistent leadership and manage customer support KPIs.
• Deep understanding of key performance indicators (KPIs) and their management.

Responsibilities

• Oversee the daily operations of the Customer Support team.
• Monitor team members to achieve daily, weekly, and monthly KPI targets.
• Contribute to refining the customer support strategy and direction.

Skills

Analytical and Problem-Solving Skills

Management & Leadership Abilities

Time Management

Performance Management

Customer Relationship Management

Education

National Diploma

Tools

Zendesk

Job description

A leading recruitment agency in South Africa is seeking an experienced Customer Support Manager to oversee daily operations and lead a team of over 10 members. The role involves setting and achieving KPIs, refining strategies, and enhancing overall customer satisfaction through effective management and support processes. Candidates should possess a National Diploma and at least 2 years of management experience within a customer service environment. Proficiency in customer support platforms like Zendesk is essential.