Customer Support Team Lead - E-commerce Operations

Placements24; Durban; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund

Paid time off

Leadership workshops

Career advancement

Job summary

Placements24 in Durban, KwaZulu-Natal, seeks a dynamic Customer Support Team Lead to manage a team delivering exceptional service in a fast-paced ecommerce environment. You will coach staff, monitor metrics, and implement training to improve performance and customer experience.

Collaboration with Operations and Marketing is essential to ensure a unified journey for customers. Ideal candidates have leadership experience in ecommerce, strong communication, and proficiency with CRM/ticketing

Qualifications

• Proven leadership experience in customer support.
• Experience in e-commerce customer service is preferred.
• Strong understanding of customer service principles.
• Excellent communication and conflict resolution skills.
• Motivates and develops a fast-paced team.
• Proficient with CRM and support ticketing systems.
• Based in or willing to relocate to Durban for on-site role.
• Bachelor's degree in relevant field is an advantage.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics and customer satisfaction.
• Develop and implement training programs.
• Handle escalated inquiries and complex issues.
• Optimize workflows to improve efficiency and experience.
• Collaborate with Operations and Marketing to unify the customer journey.
• Manage schedules, attendance, and staffing levels.
• Conduct regular performance reviews and provide feedback.
• Foster a positive, customer-focused team culture.

Skills

Leadership

Customer service

E-commerce knowledge

CRM software

Performance metrics

Coaching

Education

Bachelor's degree in Business Administration/ Communications or related field

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a prominent player in the e-commerce sector, is looking for a dynamic and experienced Customer Support Team Lead to manage and inspire their customer service operations in Durban, KwaZulu-Natal . This critical on-site role involves overseeing a team of customer support representatives, ensuring the delivery of exceptional service, and driving operational efficiency. You will be responsible for coaching, performance management, and process improvement within the support function, directly impacting customer satisfaction and loyalty. The ideal candidate possesses strong leadership qualities, a deep understanding of e-commerce customer service challenges, and a commitment to fostering a high-performing team environment. This is a fantastic opportunity to lead a key function in a fast-paced, customer-centric organization based in Durban .

Key Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Develop and implement training programs to enhance team skills and product knowledge.
• Handle escalated customer inquiries and complex issues, providing expert resolution.
• Optimize support workflows and processes to improve efficiency and customer experience.
• Collaborate with other departments (e.g., Operations, Marketing) to ensure a unified customer journey.
• Manage team schedules, attendance, and ensure adequate staffing levels.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Champion a positive and customer-focused team culture.

Requirements

• Proven experience in a customer support role, with demonstrated leadership or team lead experience.
• Experience within the e-commerce industry is highly preferred.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and conflict resolution skills.
• Ability to motivate and develop a team in a fast-paced environment.
• Proficiency in CRM software and customer support ticketing systems.
• Strong analytical skills with the ability to interpret performance data.
• Must be based in or willing to relocate to Durban, KwaZulu-Natal for this on-site role.
• Bachelor's degree in Business Administration, Communications, or a related field is an advantage.

Benefits

• Our client offers a competitive salary, performance incentives, comprehensive medical aid and retirement fund contributions, and paid time off.
• Employees benefit from ongoing training and professional development opportunities, including leadership workshops.
• You will be part of a supportive team that values collaboration and innovation.
• The role is based in our modern offices in Durban, KwaZulu-Natal , providing a stable and professional work environment.
• Career advancement opportunities within the company are significant for high performers.
• Join a company committed to excellence in both customer service and employee growth.