Customer Support Team Leader

Outsource-X Pty; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Outsource-X Pty in Cape Town is seeking a motivated Customer Support Team Leader to oversee a team of up to 10 agents. You will drive performance against KPIs and quality targets, coach staff, and manage escalations to deliver exceptional service.

The ideal candidate will have strong leadership, experience with CRM systems (Zendesk, HubSpot, Salesforce) and proven ability to improve customer outcomes in a fast-paced environment.

Qualifications

• Proven experience in customer support and team leadership.
• Experience managing KPIs, QA processes and SLAs.
• Familiarity with Zendesk, HubSpot or Salesforce CRM/ticketing systems.
• Excellent communication, coaching and people-management skills.
• Ability to drive performance and motivate a team under pressure.

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.

Skills

Customer-focused leadership

Team leadership

KPI/QA/SLAs

Communication

Problem solving under pressure

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.

Essential Experience

• Customer support/contact centre experience.
• 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.

Essential 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!