Customer Support Team Leader

Outsource X; Cape Town; On-site; ZAR 320,000 - 460,000; Full time

Job summary

Outsource X is seeking a motivated Customer Support Team Leader to guide a team of up to 10 agents in Cape Town. You will drive KPI attainment, coach staff, and ensure quality, process adherence and customer satisfaction across daily operations.

The role requires strong leadership, proactive problem solving and excellent communication to manage escalations and performance reviews in a fast-paced environment.

Qualifications

• Previous Team Leader or supervisory experience.
• Experience with KPIs, QA and SLAs.
• Experience with CRM/ticketing systems such as Zendesk, HubSpot or Salesforce.
• Excellent communication and customer service skills.
• 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.
• Lead a team of up to 10 Customer Support Agents.

Skills

Leadership

Coaching

Communication

Problem-solving

Organisational skills

Performance management

Tools

Zendesk

HubSpot

Salesforce

Job description

We are looking for a motivated and results-driven Customer Support Team Leader to lead a team of up to 10 Customer Support Agents.

Key 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.
• 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 skills.
• Excellent communication and customer service skills.
• Strong problem-solving and organisational abilities.
• Target-driven, proactive and resilient.
• Able to work effectively under pressure.
• Strong leadership and people-management skills.

Team size: Up to 10 agents.

If you're a positive, customer-focused leader who enjoys developing people and delivering results, we’d love to hear from you!