FinTech Support Team Lead — Lead & Develop

Placements24; Sandton; Vor Ort; ZAR 700.000 - 900.000; Vollzeit

Benefits dieser Stelle

Private medical insurance

Pension scheme

Annual performance bonuses

Leadership training

Industry certifications

Zusammenfassung

Placements24, based in Sandton, South Africa, seeks an experienced Customer Support Team Lead to manage and inspire the support team, ensuring exceptional service delivery and strong performance. You will oversee daily operations, resolve escalations, develop training, monitor metrics, and collaborate with Sales and Product to enhance the customer experience.

Leadership and mentoring are central to this role.

Qualifikationen

• Minimum 4 years in customer support with at least 2 in a supervisory role.
• Proven ability to lead, motivate and develop a team.
• Strong understanding of customer service principles in fast-paced environments.
• Excellent communication and problem-solving skills.
• Bachelor's degree preferred.

Aufgaben

• Lead, coach, and motivate a team of customer support representatives to achieve performance targets.
• Oversee daily operations, ensuring efficient workflow and adherence to service level agreements (SLAs).
• Handle and resolve escalated customer complaints and complex inquiries.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments to improve the overall customer experience.
• Foster a positive and high-performing team culture.

Kenntnisse

Leadership

Coaching

CRM experience

Helpdesk software

Data analysis

Communication

Time management

Ausbildung

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Helpdesk software

Jobbeschreibung

Placements24, based in Sandton, South Africa, seeks an experienced Customer Support Team Lead to manage and inspire the support team, ensuring exceptional service delivery and strong performance. You will oversee daily operations, resolve escalations, develop training, monitor metrics, and collaborate with Sales and Product to enhance the customer experience.

Leadership and mentoring are central to this role.