Head of Customer Support

Lead Generation Group; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading company in the marketing sector is seeking a Head of Support to lead their customer support teams in Cape Town. This pivotal role focuses on enhancing client communication, managing high-stress client interactions, and developing team capabilities in a dynamic environment. The ideal candidate will possess significant experience in customer support leadership and a deep understanding of client management strategies.

Qualifications

• 5+ years in a customer support leadership role.
• Proven track record managing high-pressure clients.
• Strong working knowledge of support software and systems.

Responsibilities

• Lead, coach, and mentor the Support Team across multiple brands.
• Guide the team through complex client issues and ensure quality.
• Run regular coaching sessions to improve team performance.

Skills

Leadership

Communication

Problem Resolution

Client Management

Emotional Intelligence

Tools

Performance Marketing Tools

Customer Support Software

Job description

Disclaimer : ONLY APPLY IF YOU HAVE OVER 5 YEARS OF EXPERIENCE LEADING A CUSTOMER SUPPORT TEAM

We’re looking for a confident, emotionally intelligent and operationally strong Head of Support to lead our customer support teams across all LGG brands. You will be responsible for ensuring that every client receives clear, confident, and consistent communication from onboarding through to campaign completion, especially when things get tough. This role combines leadership, escalation handling, quality control, process improvement and hands-on support management.

Key Responsibilities

Lead, coach, and mentor the Support Team across multiple brands

Set the team's tone, communication standards and quality

Guide the team through complex client issues

Build a culture of quality, ownership, and professionalism

Oversee all high-risk or emotionally charged client interactions

Work closely with other internal team managers on problem resolution

Run regular 1-on-1 coaching sessions to improve team performance

Ensure all support communications align with service expectations

Maintain and enhance internal documentation

Lead onboarding of support staff, setting expectations from day one

What You’ll Need

5+ years in a customer support leadership role (experience in marketing services or agency work a major plus)

Proven track record managing high-pressure clients with clarity and professionalism

Outstanding written and verbal communication skills

A deep understanding of ownership in client interactions

Strong working knowledge of software / systems

Resilience under pressure and the ability to support team members in any scenario

Experience in performance marketing or lead generation

Familiarity with client contracts and terms

An eye for tone and customer psychology

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Head Of Customer Support • Cape town, WC, ZA