Customer Support Team Lead: Lead, Coach & Elevate Service

Placements24; Mbombela (Nelspruit); On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary potential

Training & development opportunities

Positive work environment

Job summary

Placements24 is seeking an experienced Customer Support Team Lead to guide a dedicated team in Nelspruit, Mpumalanga. You will coach agents, manage escalations, and drive improvements in customer satisfaction and service levels.

The role requires leadership, strong communication, and a proactive approach to process optimization, with a focus on delivering consistent, high-quality support for our clients.

Qualifications

• Minimum of 4 years in customer support, with 1–2 years in a team lead or supervisory role.
• Strong leadership and staff development skills.
• Excellent communication, interpersonal, and problem-solving abilities.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics and implement improvements.
• Handle escalated inquiries and complex issues to ensure timely resolution.
• Develop and deliver training to enhance agent skills and product knowledge.

Skills

Leadership

Team management

Customer service

CRM

Education

High school diploma

Business/Management degree (a plus)

Tools

CRM software

Helpdesk software

Job description

Placements24 is seeking an experienced Customer Support Team Lead to guide a dedicated team in Nelspruit, Mpumalanga. You will coach agents, manage escalations, and drive improvements in customer satisfaction and service levels.

The role requires leadership, strong communication, and a proactive approach to process optimization, with a focus on delivering consistent, high-quality support for our clients.