Customer Support Team Lead

Placements24; Upington; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Performance-based bonuses

Career growth opportunities

Supportive work culture

Job summary

Placements24 in Upington, Northern Cape, is seeking a Customer Support Team Lead to guide a dedicated support team and deliver exceptional service. You will mentor staff, monitor metrics, and drive initiatives to enhance satisfaction while maintaining high SLA adherence.

The role requires leadership, strong communication, and a solid background in CRM/helpdesk operations, with a focus on continuous improvement and cross‑functional collaboration.

Qualifications

• Minimum 4 years in customer support, with 1–2 years in a supervisory role.
• Proven leadership and mentoring abilities.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer support processes and metrics.
• Experience with CRM and helpdesk ticketing systems.

Responsibilities

• Lead, train, and motivate a team of customer support representatives.
• Monitor team performance and provide regular feedback and coaching.
• Ensure adherence to SLAs and quality standards.
• Handle escalated inquiries and complex issues.
• Develop strategies to improve customer satisfaction and retention.
• Analyze support data to identify trends and improvements.
• Collaborate with other departments to resolve issues.
• Manage team schedules and workload distribution.
• Contribute to training materials and support procedures.

Skills

Leadership

Mentoring

Customer service

Communication

Problem-solving

Time management

Education

High school diploma

Relevant tertiary qualification advantageous

Tools

CRM system

Helpdesk ticketing

Job description

About the Role

Our client is seeking an experienced and motivated Customer Support Team Lead to oversee their dedicated support team in Upington, Northern Cape, ZA . This leadership position is responsible for guiding and mentoring a team of customer service professionals, ensuring the delivery of exceptional support and achieving team objectives. You will play a vital role in enhancing customer satisfaction, resolving complex issues, and fostering a positive and productive team environment. The ideal candidate possesses strong leadership qualities, excellent communication skills, and a deep understanding of customer service operations. This role is based in our client's Upington office and offers a significant opportunity to contribute to the company's success in the Northern Cape region.

Key Responsibilities

• Lead, train, and motivate a team of customer support representatives.
• Monitor team performance and provide regular feedback and coaching.
• Ensure adherence to service level agreements (SLAs) and company quality standards.
• Handle escalated customer inquiries and complex issues.
• Develop and implement strategies to improve customer satisfaction and retention.
• Analyze customer support data to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and enhance service offerings.
• Manage team schedules and workload distribution.
• Contribute to the development of training materials and support procedures.

Requirements

• Minimum of 4 years of experience in customer support, with at least 1-2 years in a supervisory or team lead role.
• Proven leadership and mentoring abilities.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer support processes and metrics.
• Experience with CRM and helpdesk ticketing systems.
• Ability to work effectively under pressure and manage multiple priorities.
• Must be able to work full-time at our client's Upington, Northern Cape, ZA office.
• High school diploma or equivalent; a relevant tertiary qualification is advantageous.

Benefits

Our client offers a competitive salary package commensurate with experience and leadership skills, along with comprehensive benefits including medical aid, a retirement fund, and performance-based bonuses. This role provides an excellent opportunity for career growth and leadership development within a supportive environment located in Upington . You will be part of a dynamic team contributing to the company's mission. Our client values employee well-being and offers a supportive work culture. Join a growing company in the Northern Cape and make a significant impact on customer satisfaction.