Hybrid Customer Support Lead: Shape Service Excellence

Placements24; Sandton; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid work

Leadership development opportunities

Career growth

Be part of a progressive company

Medical and retirement benefits

Job summary

Placements24 in Sandton, Gauteng seeks a Customer Support Lead to guide a hybrid team delivering exceptional service. You will oversee daily operations, mentor staff, resolve escalations, and partner with Sales and Product to optimise customer experiences.

The ideal candidate has 3–5 years in customer support with 1–2 years in a supervisory role, strong leadership, excellent communication, and hands-on CRM experience in a fast-paced environment.

Qualifications

• 3–5 years in customer support with 1–2 years in a supervisory role.
• Strong leadership, communication, and problem-solving abilities.
• Hybrid work environment; commuting to Sandton as required.

Responsibilities

• Lead, mentor, and motivate a team of customer support representatives to achieve performance goals.
• Oversee daily support operations, ensuring efficient workflow and timely resolution of customer issues.
• Handle escalated customer complaints and complex inquiries, providing expert resolution.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Monitor team performance metrics and provide regular feedback and coaching.
• Train new team members and conduct ongoing training sessions for existing staff.
• Analyze support data to identify trends, areas for improvement, and reporting insights.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of support policies and procedures.
• Ensure adherence to quality standards and company guidelines.

Skills

Leadership

Team management

Communication

Customer service

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

Placements24 in Sandton, Gauteng seeks a Customer Support Lead to guide a hybrid team delivering exceptional service. You will oversee daily operations, mentor staff, resolve escalations, and partner with Sales and Product to optimise customer experiences.

The ideal candidate has 3–5 years in customer support with 1–2 years in a supervisory role, strong leadership, excellent communication, and hands-on CRM experience in a fast-paced environment.