Customer Support Team Lead — Grow & Mentor Excellence

Placements24; Randburg; Presencial; ZAR 420.000 - 640.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Health & dental coverage

Professional development

Career advancement

Generous PTO

Retirement plan

Employee recognition

Descripción de la vacante

Placements24 in Randburg, Gauteng, is seeking an experienced Customer Support Team Lead to guide a dedicated team in delivering exceptional service. You will mentor staff, monitor performance, and drive process improvements to boost customer satisfaction and efficiency.

You will oversee daily operations, manage escalations, and ensure adherence to SLAs and KPIs while fostering a collaborative, growth-oriented team culture.

Formación

• 3–5 years in customer support or helpdesk with supervisory experience.
• Proven leadership and team management ability.
• Excellent communication and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM and ticketing systems.

Responsabilidades

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Oversee daily operations and ensure timely resolution of inquiries.
• Monitor performance metrics and provide feedback and coaching.
• Enforce customer service policies to maintain quality and consistency.
• Handle escalated issues requiring timely resolutions.
• Identify training needs and coordinate development opportunities.
• Contribute to process improvements in support workflows.
• Analyze feedback and support data to identify trends and improvements.
• Ensure adherence to SLAs and KPIs.
• Foster a collaborative, high-morale team environment.

Conocimientos

Leadership

Team management

Communication

Problem solving

Customer service

Analytical skills

Herramientas

CRM software

Helpdesk software

Descripción del empleo

Placements24 in Randburg, Gauteng, is seeking an experienced Customer Support Team Lead to guide a dedicated team in delivering exceptional service. You will mentor staff, monitor performance, and drive process improvements to boost customer satisfaction and efficiency.

You will oversee daily operations, manage escalations, and ensure adherence to SLAs and KPIs while fostering a collaborative, growth-oriented team culture.