Customer Support Team Lead - Sandton

Placements24

Sandton

Hybrid

ZAR 720,000 - 1,000,000

Full time

3 days ago

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Benefits offered by this job

Competitive salary

Medical aid

Retirement fund

Leadership development

Job summary

Placements24 is seeking an experienced Customer Support Team Lead to oversee and inspire a support operation in Sandton. The role focuses on coaching, mentoring and performance management of the team, handling escalations, and driving improvements in support processes.

You will lead a team of agents, set goals, monitor metrics, and collaborate with other departments to ensure a seamless customer experience.

Qualifications

Minimum 4 years in a customer support leadership or supervisory role.
Strong coaching, mentoring and performance management skills.
Excellent understanding of customer service principles and best practices.

Responsibilities

Lead, manage, and mentor a team of customer support representatives.
Set performance goals and objectives for the team and for individual agents.
Monitor team performance metrics and provide regular feedback and coaching.
Handle escalated customer complaints and complex issues.
Develop and implement strategies to improve customer satisfaction and support efficiency.
Ensure adherence to SLAs and quality standards.
Recruit, train and onboard new team members.
Analyze support data to identify trends and suggest process improvements.
Collaborate with other departments to ensure a seamless customer experience.

Skills

Leadership

Coaching

Mentoring

Performance mgmt

Customer service

Problem solving

Education

Bachelor's degree

Tools

CRM systems

Ticketing software

Job description

About the Role

Our client, a leading financial technology firm, is seeking an experienced and motivated Customer Support Team Lead to oversee and inspire their support operations in Sandton . This leadership role is vital for ensuring the delivery of exceptional customer service, managing a team of support agents, and driving continuous improvement in support processes. You will be responsible for coaching, mentoring, and performance management of your team, as well as handling escalated customer issues. The ideal candidate possesses strong leadership qualities, a deep understanding of customer service best practices, and a proven ability to motivate a team in a fast-paced environment. This is an excellent opportunity for a seasoned professional to take on a leadership role within a dynamic and growing fintech company based in Sandton .

Key Responsibilities

Lead, manage, and mentor a team of customer support representatives.
Set performance goals and objectives for the team and individual agents.
Monitor team performance metrics and provide regular feedback and coaching.
Handle and resolve escalated customer complaints and complex issues.
Develop and implement strategies to improve customer satisfaction and support efficiency.
Ensure adherence to service level agreements (SLAs) and quality standards.
Recruit, train, and onboard new support team members.
Analyze support data to identify trends and recommend process improvements.
Collaborate with other departments to ensure a seamless customer experience.
Foster a positive and productive team environment.

Requirements

Proven experience in a customer support leadership or supervisory role (minimum 4 years).
Demonstrated ability to lead, coach, and motivate a team.
Excellent understanding of customer service principles and best practices.
Strong problem-solving and decision-making skills.
Experience with CRM systems and support ticketing software.
Exceptional communication and interpersonal skills.
Ability to manage multiple priorities and work effectively under pressure.
Experience in the fintech or financial services industry is highly advantageous.
Bachelor's degree in Business, Management, or a related field.
Must be willing to work on a hybrid schedule in Sandton .

Benefits