Customer Support Team Lead

Placements24; Stellenbosch; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Medical aid

Life insurance

Provident fund

Generous annual leave

Opportunities for professional develop

Access to cutting-edge tools and tech

Job summary

Placements24, a Stellenbosch-based tech startup, is seeking a Customer Support Team Lead. This hybrid role combines in-office leadership with remote work, overseeing the customer support function and guiding a team to deliver high service standards.

The ideal candidate has 3–5 years in customer support with leadership experience, strong CRM/ticketing knowledge, and excellent communication skills. You will drive performance, develop processes, and mentor staff to enhance the customer journey.

Qualifications

• 3–5 years in customer support with 1–2 years in a supervisory role.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong knowledge of CRM and ticketing technologies.
• Excellent problem-solving, analytical and decision-making skills.
• Exceptional communication and presentation abilities.
• Ability to work hybrid schedule with in-office Stellenbosch meetings.
• Experience developing support processes and strategies.
• Proficiency in data analysis and reporting.
• Degree in Business Admin, Communications or related field preferred.
• Commitment to outstanding customer service.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives.
• Manage daily workflow, scheduling, task assignment, and performance monitoring.
• Develop and implement strategies to enhance customer satisfaction.
• Analyze feedback and metrics to identify improvements.
• Ensure adherence to SLAs and company policies.
• Handle escalated issues and provide resolutions.
• Collaborate with Sales and Product for seamless journeys.
• Conduct regular performance reviews and provide feedback.
• Contribute to knowledge bases and support documentation.
• Champion a customer-centric culture within the team and organisation.

Skills

Team leadership

Customer service management

Analytical thinking

Problem solving

Excellent communication

Education

Bachelor's degree in Business Administration or Communications

Tools

CRM systems

Ticketing systems

Job description

About the Role

Our client, a dynamic tech startup based in **Stellenbosch, Western Cape**, is looking for an experienced and proactive Customer Support Team Lead. This hybrid role requires a leader who can inspire a team, manage daily operations, and contribute to the strategic direction of customer service. You will be responsible for overseeing the customer support function, ensuring that high standards of service are maintained while fostering a positive and productive team environment. The ideal candidate will have a proven track record in customer service management, excellent leadership qualities, and a deep understanding of customer support technologies. This position offers a unique opportunity to shape the customer experience for a growing company, blending remote work with essential in-office collaboration in the heart of the **Western Cape**. We are looking for someone who can drive performance and uphold our client's commitment to customer satisfaction.

Key Responsibilities

• Lead, coach, and mentor a team of customer support representatives.
• Manage daily workflow, including scheduling, task assignment, and performance monitoring.
• Develop and implement customer support strategies to enhance customer satisfaction and loyalty.
• Analyze customer feedback and support metrics to identify areas for improvement.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Handle escalated customer issues and provide resolutions.
• Collaborate with other departments (e.g., Sales, Product) to ensure a seamless customer journey.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Contribute to the development and maintenance of support documentation and knowledge bases.
• Champion a customer-centric culture within the support team and the wider organization.

Requirements

• Minimum 3-5 years of experience in customer support, with at least 1-2 years in a leadership or supervisory role.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong understanding of customer support best practices and technologies (CRM, ticketing systems).
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to work effectively in a hybrid model, commuting to the **Stellenbosch, Western Cape** office as required for team meetings, training, and operational needs.
• Experience in developing and implementing support processes and strategies.
• Proficiency in data analysis and reporting.
• A degree in Business Administration, Communications, or a related field is preferred.
• Demonstrated commitment to delivering outstanding customer service.

Benefits

Our client provides a competitive salary commensurate with experience, along with a comprehensive benefits package.

• Medical aid
• Life insurance
• Provident fund
• Generous annual leave
• Opportunities for professional development
• Access to cutting-edge tools and technologies

The hybrid work arrangement offers a good balance between remote work autonomy and in-office team synergy. You will be part of a vibrant and innovative company culture, with regular team events and a supportive management structure. This is a significant opportunity to make a tangible impact in a growing company based in the picturesque **Stellenbosch** region.