Customer Support Team Lead

Placements24; Johannesburg; Híbrido; ZAR 360 000 - 540 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Medical aid

Retirement fund

Generous annual leave

Professional development

Hybrid work environment

Employee discounts

Modern Johannesburg office

Remote work equipment provided

Resumo da oferta

Placements24 is seeking an experienced Customer Support Team Lead to oversee our Johannesburg-based support operations in a hybrid role. You will lead, train and motivate a team of representatives to deliver consistently high service levels and customer satisfaction.

Ideal candidates bring 2+ years in a supervisory customer support role, strong leadership and a passion for resolving issues efficiently. You will partner with product and sales, manage SLAs, and drive process improvements in a

Qualificações

• Bachelor's degree or equivalent work experience.
• 2+ years in a customer support role with team leadership responsibilities.
• Strong leadership, coaching and people-management skills.
• Deep understanding of customer service principles and best practices.
• Experience with customer support software and ticketing systems (e.g., Zendesk, Salesforce).
• Excellent problem-solving, communication and interpersonal skills.

Responsabilidades

• Lead, mentor and coach a team of customer support representatives to deliver exceptional service.
• Set performance goals and monitor progress against targets.
• Handle escalated issues with timely resolutions and high customer satisfaction.
• Develop and implement support processes to improve efficiency and service quality.
• Train new team members on tools, procedures and product knowledge.
• Analyze feedback and metrics to identify trends and areas for improvement.
• Collaborate with product and sales to advocate for customer needs.

Conhecimentos

Leadership

Coaching

Team management

Customer service

Data analysis

Formação académica

Bachelor's degree in Business Administration/Communications or related field

Ferramentas

Zendesk

Salesforce Service Cloud

Descrição da oferta de emprego

About the Role

Our client, a leading provider of innovative software solutions, is looking for an experienced and empathetic Customer Support Team Lead to manage their support operations in Johannesburg, Gauteng, ZA. This hybrid role offers a dynamic work environment combining the flexibility of remote work with essential in-office collaboration days to foster team synergy and strategic planning. You will be responsible for leading, training, and motivating a team of customer support representatives to deliver exceptional service. The ideal candidate possesses strong leadership skills, a deep understanding of customer service best practices, and a passion for resolving customer issues efficiently and effectively. You will play a vital role in ensuring customer satisfaction and loyalty by maintaining high service standards and identifying areas for improvement.

Key Responsibilities

• Lead, mentor, and coach a team of customer support representatives, fostering a positive and high-performance work environment.
• Set clear performance goals and expectations for the team, and monitor individual and team performance against these targets.
• Handle escalated customer issues, providing timely and effective resolutions while maintaining customer satisfaction.
• Develop and implement customer support processes and best practices to improve efficiency and service quality.
• Train new team members on support tools, procedures, and product knowledge.
• Analyze customer feedback and support data to identify trends, root causes of issues, and areas for service improvement.
• Collaborate with other departments (e.g., product, sales) to advocate for customer needs and share insights.
• Ensure the team adheres to service level agreements (SLAs) and company policies.
• Generate regular reports on team performance, customer satisfaction, and key support metrics.

Requirements

• Proven experience in a customer support role, with at least 2 years in a team lead or supervisory capacity.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer service principles and best practices.
• Experience with customer support software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to handle difficult customer situations with empathy and professionalism.
• Proficiency in data analysis and reporting on key performance indicators.
• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
• Ability to adapt to a hybrid work model, balancing remote and in-office responsibilities.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive medical aid and retirement fund contributions.
• Generous annual leave and paid sick leave.
• Opportunities for professional development and leadership training.
• A supportive and collaborative hybrid work environment.
• Employee discounts on company products and services.
• Modern office facilities in a convenient Johannesburg location.
• Access to company-provided equipment for remote work.