Fintech Customer Support Team Lead – Hybrid, Growth

Placements24; Sandton; Hybrid; ZAR 720,000 - 1,000,000; Full time

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

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.