FinTech Customer Support Team Lead - Hybrid & Growth

Placements24; Stellenbosch; Hybrid; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Competitive leadership salary

Medical aid

Life insurance

Retirement fund

Generous annual leave

Hybrid work environment

Training and development

Team-building events

Job summary

Placements24 in Stellenbosch is seeking an experienced Customer Support Team Lead to oversee our support operations. You will mentor and coach a team of customer service professionals, resolve complex client issues, and drive improvements in processes and workflows.

The role requires strong leadership, excellent communication, and a passion for customer satisfaction within a dynamic fintech environment. Hybrid work options and growth opportunities are available.

Qualifications

• Experience in a customer support or helpdesk leadership role.
• Bachelor's degree or equivalent work experience preferred.
• Strong leadership, communication and coaching abilities.
• Experience with CRM software and ticketing systems is essential.

Responsibilities

• Lead and motivate a team of customer support representatives to deliver high performance.
• Set clear performance goals and provide regular feedback and coaching.
• Handle escalated inquiries and complex issue resolution.
• Monitor SLAs and team metrics to ensure targets are met.
• Develop training programs to enhance team skills and product knowledge.
• Identify trends and collaborate with other departments to implement solutions.
• Contribute to continuous improvement of support processes and tools.
• Document customer interactions and resolutions accurately.

Skills

Leadership

Customer service

Problem solving

Communication

Analytical thinking

Conflict resolution

Team motivation

Education

Bachelor's degree or equivalent

Tools

CRM software

Helpdesk ticketing systems

Job description

Placements24 in Stellenbosch is seeking an experienced Customer Support Team Lead to oversee our support operations. You will mentor and coach a team of customer service professionals, resolve complex client issues, and drive improvements in processes and workflows.

The role requires strong leadership, excellent communication, and a passion for customer satisfaction within a dynamic fintech environment. Hybrid work options and growth opportunities are available.