Customer Support Team Lead

Placements24; Mbombela (Nelspruit); On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary potential

Training & development opportunities

Positive work environment

Job summary

Placements24 is seeking an experienced Customer Support Team Lead to guide a dedicated team in Nelspruit, Mpumalanga. You will coach agents, manage escalations, and drive improvements in customer satisfaction and service levels.

The role requires leadership, strong communication, and a proactive approach to process optimization, with a focus on delivering consistent, high-quality support for our clients.

Qualifications

• Minimum of 4 years in customer support, with 1–2 years in a team lead or supervisory role.
• Strong leadership and staff development skills.
• Excellent communication, interpersonal, and problem-solving abilities.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics and implement improvements.
• Handle escalated inquiries and complex issues to ensure timely resolution.
• Develop and deliver training to enhance agent skills and product knowledge.

Skills

Leadership

Team management

Customer service

CRM

Education

High school diploma

Business/Management degree (a plus)

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client is seeking an experienced and motivated Customer Support Team Lead to manage and inspire their dedicated customer service team in Nelspruit, Mpumalanga . This leadership role is crucial for ensuring the delivery of exceptional customer support, optimizing team performance, and fostering a positive and productive work environment. You will be responsible for guiding a team of support agents, handling escalated customer issues, and implementing strategies to enhance overall customer satisfaction. This is an excellent opportunity for a natural leader passionate about customer service to make a significant impact in the vibrant city of Nelspruit .

Key Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics, identify areas for improvement, and implement corrective actions.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
• Develop and implement training programs to enhance agent skills and product knowledge.
• Manage team schedules, workload distribution, and resource allocation effectively.
• Foster a positive and collaborative team culture that emphasizes customer‑centricity.
• Analyze customer feedback and support data to identify trends and recommend process improvements.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Conduct regular performance reviews and provide constructive feedback to team members.
• Collaborate with other departments to resolve cross‑functional customer issues.

Requirements

• High school diploma or equivalent; a degree in Business, Management, or a related field is a plus.
• Minimum of 4 years of experience in customer support or a related field, with at least 1-2 years in a team lead or supervisory role.
• Proven leadership and team management skills, with the ability to motivate and develop staff.
• Excellent communication, interpersonal, and problem‑solving skills.
• Strong understanding of customer service best practices and metrics.
• Proficiency in CRM software and helpdesk management tools.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in the Mpumalanga region is advantageous.
• A proactive approach to problem‑solving and continuous improvement.

Benefits

• Competitive annual salary of ZAR.
• Opportunity to lead and develop a customer support team in Nelspruit .
• Be part of a reputable company committed to customer excellence.
• Comprehensive training and professional development opportunities.
• Supportive management and a positive work environment.
• Contribution to the strategic direction of customer service operations.