Customer Support Team Lead

Placements24; Sandton; On-site; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Private medical insurance

Pension scheme

Annual performance bonuses

Leadership training

Industry certifications

Job summary

Placements24, based in Sandton, South Africa, seeks an experienced Customer Support Team Lead to manage and inspire the support team, ensuring exceptional service delivery and strong performance. You will oversee daily operations, resolve escalations, develop training, monitor metrics, and collaborate with Sales and Product to enhance the customer experience.

Leadership and mentoring are central to this role.

Qualifications

• Minimum 4 years in customer support with at least 2 in a supervisory role.
• Proven ability to lead, motivate and develop a team.
• Strong understanding of customer service principles in fast-paced environments.
• Excellent communication and problem-solving skills.
• Bachelor's degree preferred.

Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve performance targets.
• Oversee daily operations, ensuring efficient workflow and adherence to service level agreements (SLAs).
• Handle and resolve escalated customer complaints and complex inquiries.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments to improve the overall customer experience.
• Foster a positive and high-performing team culture.

Skills

Leadership

Coaching

CRM experience

Helpdesk software

Data analysis

Communication

Time management

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client, a prominent financial technology company, is seeking an experienced and motivating Customer Support Team Lead to manage and inspire their customer support team. This role, based in the vibrant business hub of Sandton, Gauteng , is critical for ensuring the delivery of exceptional customer service and driving team performance. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a passion for mentoring and developing support professionals. You will be responsible for overseeing daily operations, resolving escalated issues, and implementing strategies to enhance customer satisfaction and loyalty. This is a key leadership position with significant impact.

Key Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve performance targets.
• Oversee daily operations, ensuring efficient workflow and adherence to service level agreements (SLAs).
• Handle and resolve escalated customer complaints and complex inquiries.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments (e.g., Sales, Product) to improve the overall customer experience.
• Foster a positive and high-performing team culture.

Requirements

• Minimum of 4 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
• Proven experience in managing and motivating a customer-facing team.
• Strong understanding of customer service principles and best practices in a fast-paced environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM systems and helpdesk software.
• Ability to analyze data and use insights to drive improvements.
• Strong organizational and time management skills.
• Bachelor's degree in Business Administration or a related field is preferred.

Benefits

Our client offers a highly competitive salary, along with a comprehensive benefits package including private medical insurance, a generous pension scheme, and annual performance bonuses. Employees benefit from ample opportunities for professional development, including leadership training and industry certifications. The role is based at their modern offices in Sandton, Gauteng , offering a dynamic and collaborative work environment. Join a leading FinTech company that values its employees and provides a clear career path for ambitious professionals. This is an exceptional opportunity to shape a customer support team and drive business success.