Customer Support Team Lead - Elevate CX Performance

Outsource-X South Africa; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Outsource-X South Africa is seeking a motivated and results-driven Customer Support Team Leader to guide a team of up to 10 agents. You will oversee daily performance, optimize KPIs and service targets, and drive quality assurance across all customer interactions.

The role focuses on coaching, motivation, escalation handling, and regular reporting to management, with a strong emphasis on developing people while delivering consistent outcomes in a fast-paced contact centre environment.

Qualifications

• Customer support or contact centre experience.
• Previous Team Leader or supervisory experience.
• Experience with KPIs, QA and SLAs.
• Experience with CRM/ticketing systems such as Zendesk, HubSpot or Salesforce.
• Strong leadership and coaching abilities.

Responsibilities

• Manage daily team performance and ensure KPIs and service targets are achieved.
• Coach, motivate and support agents to improve performance.
• Monitor customer interactions and ensure quality and compliance standards are maintained.
• Track productivity, ticket volumes, response times and customer satisfaction.
• Handle escalations and assist agents with complex customer queries.
• Conduct coaching, training and performance reviews.
• Identify underperformance and implement improvement plans.
• Provide regular team performance reports to management.

Skills

Leadership

Coaching

Customer service

Communication

Problem-solving

Organisational skills

Target-driven

Resilience

Tools

Zendesk

HubSpot

Salesforce

Job description

Outsource-X South Africa is seeking a motivated and results-driven Customer Support Team Leader to guide a team of up to 10 agents. You will oversee daily performance, optimize KPIs and service targets, and drive quality assurance across all customer interactions.

The role focuses on coaching, motivation, escalation handling, and regular reporting to management, with a strong emphasis on developing people while delivering consistent outcomes in a fast-paced contact centre environment.