Customer Support Team Lead

Placements24; Randburg; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Performance incentives

Medical & retirement benefits

Paid time off

Career advancement

Hybrid work model

Job summary

Placements24 in Randburg is seeking an experienced Customer Support Team Lead to guide a distributed team, drive service levels, and improve customer satisfaction. The role blends on-site collaboration with remote flexibility, emphasizing data-driven decision making and cross-department collaboration.

You will coach staff, monitor KPIs, handle escalations, and implement process improvements while supporting hybrid work.

Qualifications

• Proven experience in customer support management or helpdesk leadership.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Experience with CRM software and support ticketing systems.
• Ability to analyze data and make data-driven decisions.
• Familiarity with hybrid work models and distributed teams is a plus.

Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve goals.
• Monitor team performance, provide feedback and conduct reviews.
• Manage escalations and resolve complex issues beyond frontline agents.
• Develop strategies to improve satisfaction, response times, and resolution rates.
• Analyze support metrics and generate reports to identify trends.
• Collaborate with other departments for a seamless customer experience.

Skills

Team leadership

Customer service

CRM software

Data analysis

Ticketing systems

Hybrid work

Tools

CRM software

Support ticketing systems

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Support Team Lead to guide their support operations in Randburg . This role is instrumental in managing a team of support professionals, ensuring they provide outstanding service and achieve key performance indicators. You will foster a collaborative and high-performing team environment, focusing on efficiency, customer satisfaction, and continuous improvement. This hybrid position offers a blend of on-site collaboration and remote flexibility, allowing you to contribute strategically while maintaining a balanced lifestyle.

Key Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve individual and team goals.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Manage escalations and resolve complex customer issues that cannot be handled by frontline agents.
• Develop and implement strategies to improve customer satisfaction, response times, and resolution rates.
• Analyze support metrics and generate reports to identify trends and areas for improvement.
• Collaborate with other departments to ensure seamless customer experience.

Requirements

• Proven experience in a customer support management or helpdesk leadership role.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Experience with CRM software and support ticketing systems.
• Ability to analyze data and make data-driven decisions.
• Familiarity with hybrid work models and experience managing distributed teams is a plus.

Benefits

• Significant base salary with performance-based incentives.
• Comprehensive medical and retirement benefits package.
• Generous paid time off and company holidays.
• Opportunities for career advancement and leadership development.
• Hybrid work arrangement that balances office and remote work.