Customer Support Team Lead

Placements24; Pretoria; Hybrid; ZAR 480,000 - 700,000; Full time

Job summary

Placements24 is seeking an experienced Customer Support Team Lead in Pretoria, Gauteng. This hybrid role combines in-person collaboration with remote flexibility to guide a high-performing support team and to drive continuous improvement in the customer experience within a fintech environment.

You will mentor and develop team members, set performance goals, monitor SLAs, and partner with other departments to ensure seamless service across all touchpoints.

Qualifications

• 5+ years in customer service with 2+ years in team leadership.
• Proven people management and mentoring skills.
• Strong communication and conflict resolution abilities.
• Experience with CRM systems and customer support software.
• Ability to analyze data and identify trends.
• Bachelor's degree preferred.

Responsibilities

• Lead, mentor, and develop a customer support team.
• Set goals, review performance, and give feedback.
• Monitor SLAs and improve service levels.
• Handle escalated issues with timely resolutions.
• Develop training to improve product knowledge.
• Collaborate with other departments to ensure a seamless experience.
• Manage schedules, workload, and resources.
• Maintain knowledge of products and policies.
• Contribute to support strategies and best practices.

Skills

Leadership

People management

Customer service management

Communication

Data analysis

Hybrid work

MS Office

Education

Bachelor's degree

Tools

CRM systems

Customer support software

Data analytics tools

Job description

About the Role

Our client, a dynamic fintech company, is seeking an experienced and inspiring Customer Support Team Lead to guide their support operations in Pretoria, Gauteng . This leadership role is crucial for ensuring the delivery of exceptional customer service, fostering a high-performing team environment, and driving continuous improvement within the support function. The ideal candidate will have a strong background in customer service management, excellent leadership qualities, and a passion for mentoring and developing support professionals. You will play a key role in shaping customer support strategies and ensuring alignment with business objectives. This hybrid role offers the advantage of both in-person collaboration and remote flexibility, allowing for effective team management and personal work-life balance. Join a forward-thinking organization committed to innovation and customer satisfaction.

Key Responsibilities

• Lead, manage, and mentor a team of customer support representatives, fostering a positive and productive work environment.
• Set performance goals, conduct regular performance reviews, and provide constructive feedback to team members.
• Monitor team performance metrics and ensure service level agreements (SLAs) are met or exceeded.
• Handle escalated customer issues and complaints, providing timely and effective resolutions.
• Develop and implement training programs to enhance team skills and product knowledge.
• Identify trends in customer feedback and support interactions, proposing and implementing solutions for process improvements.
• Collaborate with other department heads to ensure seamless customer experience across all touchpoints.
• Manage team schedules, workload distribution, and resource allocation.
• Maintain up-to-date knowledge of company products, services, and policies.
• Contribute to the development and refinement of customer support strategies and best practices.

Requirements

• Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Proven leadership and people management skills, with a track record of motivating and developing teams.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer support software.
• Ability to analyze data and identify trends to drive improvements.
• Proficiency in Microsoft Office Suite.
• Ability to work effectively in a hybrid environment, balancing in-office and remote responsibilities.
• Strategic thinking and problem-solving capabilities.
• Bachelor's degree in a relevant field is preferred.

Benefits

• Our client offers a competitive salary, a comprehensive benefits package including medical aid, and opportunities for professional development.
• Enjoy the flexibility of a hybrid work arrangement, allowing for a healthy work-life balance.
• This role is based in Pretoria, Gauteng , offering a chance to grow within a leading financial technology company.
• You will be part of a supportive and innovative team culture that values collaboration and continuous learning.
• Be recognized for your contributions and advance your career in a fast-paced and rewarding environment.
• Our client is committed to employee well-being and career growth.