Customer Support Team Lead - Client Solutions

Placements24

Stellenbosch

Hybrid

ZAR 700,000 - 900,000

Full time

2 days ago

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Benefits offered by this job

Competitive leadership salary

Medical aid

Life insurance

Retirement fund

Generous annual leave

Hybrid work environment

Training and development

Team-building events

Job summary

Placements24 in Stellenbosch is seeking an experienced Customer Support Team Lead to oversee our support operations. You will mentor and coach a team of customer service professionals, resolve complex client issues, and drive improvements in processes and workflows.

The role requires strong leadership, excellent communication, and a passion for customer satisfaction within a dynamic fintech environment. Hybrid work options and growth opportunities are available.

Qualifications

Experience in a customer support or helpdesk leadership role.
Bachelor's degree or equivalent work experience preferred.
Strong leadership, communication and coaching abilities.
Experience with CRM software and ticketing systems is essential.

Responsibilities

Lead and motivate a team of customer support representatives to deliver high performance.
Set clear performance goals and provide regular feedback and coaching.
Handle escalated inquiries and complex issue resolution.
Monitor SLAs and team metrics to ensure targets are met.
Develop training programs to enhance team skills and product knowledge.
Identify trends and collaborate with other departments to implement solutions.
Contribute to continuous improvement of support processes and tools.
Document customer interactions and resolutions accurately.

Skills

Leadership

Customer service

Problem solving

Communication

Analytical thinking

Conflict resolution

Team motivation

Education

Bachelor's degree or equivalent

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a dynamic leader in financial technology solutions, is looking for an experienced and motivated Customer Support Team Lead to oversee their support operations in Stellenbosch, Western Cape . This leadership role is critical in guiding a team of customer service professionals to deliver exceptional support, resolve complex client issues, and enhance overall customer satisfaction. You will be responsible for coaching, mentoring, and developing your team, while also contributing to strategic improvements in support processes and workflows. We seek individuals with strong leadership capabilities, excellent communication skills, and a passion for driving team performance in a challenging and rewarding environment. This is an outstanding opportunity to make a significant impact on customer loyalty and contribute to the continued success of a forward-thinking company.

Key Responsibilities

Lead, manage, and motivate a team of customer support representatives, fostering a high-performance culture.
Set clear performance goals and provide regular feedback and coaching to team members.
Handle escalated customer inquiries and complex problem resolution.
Monitor team performance metrics and ensure adherence to service level agreements (SLAs).
Develop and implement training programs to enhance team skills and product knowledge.
Identify trends in customer issues and collaborate with other departments to implement solutions.
Contribute to the continuous improvement of customer support processes and tools.
Ensure accurate and timely documentation of customer interactions and resolutions.
Foster a collaborative and positive team environment, promoting best practices in customer service.

Requirements

Proven experience in a customer support or helpdesk leadership role.
Demonstrated ability to lead, motivate, and develop a team.
Strong understanding of customer service principles and best practices.
Excellent problem-solving, analytical, and conflict-resolution skills.
Proficiency with CRM software and helpdesk ticketing systems.
Exceptional communication and interpersonal skills.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Experience in the financial technology sector is a significant advantage.
Bachelor's degree in a related field or equivalent work experience.

Benefits