Hybrid Customer Support Lead — Inspire, Optimize & Grow

Placements24; Cape Town; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Paid time off and public holidays

Leadership training & certifications

Retirement savings plan with employer

Hybrid work model

Modern office space with amenities

Employee wellness programs

Job summary

WhatJobs Direct in Cape Town is seeking an experienced Customer Support Lead to mentor a growing team and drive customer satisfaction. This hybrid role blends remote work with a modern office environment, fostering a balanced work culture and strong collaboration across departments.

You will design support processes, analyze performance metrics, and lead initiatives to improve the customer experience while aligning with company goals.

Qualifications

• 4+ years in customer service, with at least 2 years in a team lead or supervisory role.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of CSAT, NPS, FCR metrics and customer service principles.
• Experience with CRM software and helpdesk systems (Zendesk, Salesforce).
• Ability to analyze data and generate insightful reports.
• Proficiency in written and verbal communication.
• Strong organizational and multitasking skills.

Responsibilities

• Lead, train, and motivate a team of customer support representatives to deliver exceptional service.
• Develop and implement effective customer support strategies and workflows.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze support data to identify trends and opportunities for proactive engagement.
• Collaborate with other departments to ensure a seamless customer experience across touchpoints.
• Create and maintain up-to-date training materials and knowledge base for the support team.
• Ensure adherence to SLAs and company policies and procedures.
• Contribute to hiring and onboarding processes for new staff.
• Champion customer-centric initiatives within the organization.

Skills

Leadership

Team management

Customer service

Communication

Data analysis

CRM (Zendesk/Salesforce)

Education

Relevant degree or equivalent experience

Tools

Zendesk

Salesforce Service Cloud

Job description

WhatJobs Direct in Cape Town is seeking an experienced Customer Support Lead to mentor a growing team and drive customer satisfaction. This hybrid role blends remote work with a modern office environment, fostering a balanced work culture and strong collaboration across departments.

You will design support processes, analyze performance metrics, and lead initiatives to improve the customer experience while aligning with company goals.