Customer Support Team Lead

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

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

Paid time off and holidays

Retirement plan contributions

Career development opportunities

Job summary

WhatJobs Direct in Benoni, Gauteng, seeks a Customer Support Team Lead to drive service excellence and customer satisfaction. You will oversee daily operations, mentor staff, and implement strategies to improve efficiency in a dynamic, office-based environment with occasional remote flexibility.

The role requires 3+ years in a supervisory customer support role, strong leadership, and CRM experience. A full-time presence in the Benoni office is expected, with opportunities for remote work when

Qualifications

• 3+ years in a supervisory or team lead role in customer support.
• Excellent communication and people management skills.
• Proficient in CRM and helpdesk systems.
• Full-time in Benoni, Gauteng office.
• Bachelor's degree advantageous.

Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues and complex inquiries, providing expert solutions.
• Develop and implement strategies to improve customer service quality and efficiency.
• Identify training needs and coordinate relevant professional development for the team.
• Analyse support metrics and generate reports on team performance and customer satisfaction.
• Collaborate with other departments to ensure a seamless customer experience.

Skills

Team leadership

Communication

Conflict resolution

Data-driven decision making

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client, WhatJobs Direct, is seeking an experienced and dynamic Customer Support Team Lead to manage and inspire their support team in Benoni, Gauteng . This leadership role is essential for driving service excellence and ensuring customer satisfaction. You will be responsible for overseeing daily operations, mentoring and coaching team members, and implementing strategies to improve support efficiency and quality. This position requires a strong leader with excellent communication and problem-solving skills, capable of fostering a positive and high-performing team environment. While the role is primarily office-based, there might be occasional opportunities for remote work, depending on business needs and performance. Join a company that values its employees and offers significant opportunities for professional growth within the Benoni, Gauteng area. We are looking for an individual who is passionate about customer service and adept at leading a team to success. This role offers the chance to make a significant impact on both the team and the customer experience.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues and complex inquiries, providing expert solutions.
• Develop and implement strategies to improve customer service quality and efficiency.
• Identify training needs and coordinate relevant professional development for the team.
• Analyze support metrics and generate reports on team performance and customer satisfaction.
• Collaborate with other departments to ensure a seamless customer experience.
• Foster a positive, supportive, and results-oriented team culture.
• Ensure compliance with all company policies and procedures.

Requirements

• Proven experience in a customer support role, with at least 3 years in a supervisory or team lead capacity.
• Demonstrated leadership and team management skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to analyze data and make informed decisions to improve team performance.
• Problem-solving skills and a proactive approach to addressing challenges.
• Bachelor's degree in Business Administration or a related field is advantageous.
• Must be able to work full-time in our Benoni, Gauteng office.
• A passion for customer service and developing talent.

Benefits

• Competitive salary and performance-based incentives.
• Opportunity to lead and develop a talented customer support team.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday leave.
• Retirement savings plan with company contributions.
• Opportunities for career advancement and professional development.A collaborative and supportive work environment.
• Regular team-building activities.
• Employee assistance program.
• Potential for occasional remote work flexibility.