Customer Support Team Lead – Upington, On-Site Leadership

Placements24; Upington; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Performance-based bonuses

Career growth opportunities

Supportive work culture

Job summary

Placements24 in Upington, Northern Cape, is seeking a Customer Support Team Lead to guide a dedicated support team and deliver exceptional service. You will mentor staff, monitor metrics, and drive initiatives to enhance satisfaction while maintaining high SLA adherence.

The role requires leadership, strong communication, and a solid background in CRM/helpdesk operations, with a focus on continuous improvement and cross‑functional collaboration.

Qualifications

• Minimum 4 years in customer support, with 1–2 years in a supervisory role.
• Proven leadership and mentoring abilities.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer support processes and metrics.
• Experience with CRM and helpdesk ticketing systems.

Responsibilities

• Lead, train, and motivate a team of customer support representatives.
• Monitor team performance and provide regular feedback and coaching.
• Ensure adherence to SLAs and quality standards.
• Handle escalated inquiries and complex issues.
• Develop strategies to improve customer satisfaction and retention.
• Analyze support data to identify trends and improvements.
• Collaborate with other departments to resolve issues.
• Manage team schedules and workload distribution.
• Contribute to training materials and support procedures.

Skills

Leadership

Mentoring

Customer service

Communication

Problem-solving

Time management

Education

High school diploma

Relevant tertiary qualification advantageous

Tools

CRM system

Helpdesk ticketing

Job description

Placements24 in Upington, Northern Cape, is seeking a Customer Support Team Lead to guide a dedicated support team and deliver exceptional service. You will mentor staff, monitor metrics, and drive initiatives to enhance satisfaction while maintaining high SLA adherence.

The role requires leadership, strong communication, and a solid background in CRM/helpdesk operations, with a focus on continuous improvement and cross‑functional collaboration.