Hybrid Customer Support Team Lead: Grow & Elevate The Team

Placements24; Pretoria; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote work arrangement

Annual performance bonuses

Opportunities for leadership growth

Company-provided equipment

Job summary

WhatJobs Direct is seeking a seasoned Customer Support Lead to oversee operations in Pretoria, Gauteng. This hybrid role combines in-person leadership with remote collaboration to drive exceptional service and continuous improvement in customer satisfaction.

You will mentor a team of support professionals, develop service standards, monitor performance metrics, and align support initiatives with business objectives.

Qualifications

• Minimum 4 years in customer service with 2+ years in a team lead role.
• Strong leadership, coaching, and performance management skills.
• Experience with CRM software and remote collaboration tools.
• Must be able to work a Hybrid schedule in Pretoria, Gauteng.

Responsibilities

• Lead and mentor a remote customer support team.
• Set performance goals and provide coaching to team members.
• Monitor metrics and drive continuous improvement.
• Ensure SLAs are met and customer satisfaction is high.
• Collaborate with other departments to optimize processes.

Skills

Leadership

Coaching

Communication

CRM systems

Remote team management

Data analysis

Education

Bachelor’s degree in a relevant field

Bachelor’s degree in Business Administration/Management

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, WhatJobs Direct, is seeking an experienced and dynamic Customer Support Lead to oversee their operations in Pretoria, Gauteng. This leadership role is responsible for guiding a team of customer service professionals, ensuring the delivery of exceptional service, and driving continuous improvement in customer satisfaction. The ideal candidate will have a proven track record in customer support management, a passion for mentoring and developing talent, and a strategic mindset focused on enhancing the overall customer experience. You will play a critical role in shaping our client's service delivery standards and fostering a customer‑centric culture. This position offers a significant opportunity for professional growth within a reputable organization.

Our client, a dynamic fintech company, is seeking an experienced and inspiring Customer Support Team Lead to guide their support operations in Pretoria, Gauteng. This leadership role is crucial for ensuring the delivery of exceptional customer service, fostering a high‑performing team environment, and driving continuous improvement within the support function. The ideal candidate will have a strong background in customer service management, excellent leadership qualities, and a passion for mentoring and developing support professionals. You will play a key role in shaping customer support strategies and ensuring alignment with business objectives. This hybrid role offers the advantage of both in‑person collaboration and remote flexibility, allowing for effective team management and personal work‑life balance. Join a forward‑thinking organization committed to innovation and customer satisfaction.

Our client, WhatJobs Direct, a leader in the digital recruitment solutions industry, is seeking an experienced and dynamic Customer Support Team Lead to manage their fully remote customer support operations. This is a critical role responsible for guiding a team of support professionals, ensuring the delivery of exceptional customer service, and driving team performance. As a remote‑first position, you will have the opportunity to lead and inspire your team from anywhere, fostering a collaborative and productive virtual environment. You will be instrumental in setting performance standards, coaching team members, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate possesses strong leadership qualities, a deep understanding of customer service best practices, and a proven ability to manage a remote workforce effectively. This role requires a proactive approach to problem‑solving and a commitment to fostering a positive team culture. Join WhatJobs Direct and play a key role in shaping the future of their customer support experience on a global scale.

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Our client, a dynamic online retailer, is seeking an experienced and motivational Remote E‑commerce Customer Support Lead to guide their remote customer support team and ensure exceptional service delivery nationwide, with an initial focus on enhancing support for customers in the Benoni area. This leadership role is vital for setting service standards, mentoring team members, resolving complex customer issues, and driving continuous improvement in customer satisfaction. The ideal candidate is an empathetic leader with a deep understanding of e‑commerce customer service, excellent communication skills, and the ability to thrive in a fully remote leadership capacity. This is an exciting opportunity to shape the customer experience for a growing online brand and develop your leadership skills in a flexible work environment.

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Our client, a rapidly growing SaaS company, is seeking an experienced and dynamic Remote Customer Support Team Lead to manage and inspire their distributed customer support team. This role is fully remote, demanding strong leadership skills and the ability to foster a high‑performing, cohesive unit within a virtual environment.

Our client is seeking an experienced and dynamic Customer Support Lead to spearhead their remote customer support operations. This leadership role is crucial for guiding a team of support agents, ensuring the delivery of exceptional service, and driving continuous improvement in our support processes. As a fully remote position, you will manage and mentor your team from your home office, fostering a high‑performance culture and ensuring all service level agreements are met. The leadership role has its primary operational hub located in Upington, Northern Cape.

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Key Responsibilities

• Lead, manage, and motivate a team of customer support representatives.
• Set performance goals and provide regular feedback and coaching to team members.
• Monitor team performance metrics and identify areas for improvement.
• Develop and implement best practices for customer service operations.
• Handle complex customer escalations and ensure timely resolution.
• Collaborate with other departments to streamline processes and improve customer satisfaction.
• Conduct training sessions for new hires and ongoing professional development for the team.
• Ensure adherence to company policies and service level agreements (SLAs).
• Contribute to the strategic planning and execution of customer service initiatives.
• Lead, manage, and mentor a remote team of customer support representatives, fostering a positive and productive work environment.
• Set performance goals, conduct regular performance reviews, and provide constructive feedback.
• Monitor team performance, identify training needs, and implement development plans.
• Handle escalated customer issues and provide guidance to team members on complex problem‑solving.
• Develop and refine support processes, policies, and procedures to enhance efficiency and customer satisfaction.
• Analyze support metrics and customer feedback to identify trends and areas for improvement.
• Collaborate with other departments to ensure a cohesive customer experience.
• Maintain high standards of quality assurance and customer service excellence.
• Lead, coach, and mentor a remote team to achieve high performance and quality standards.
• Facilitate effective communication and collaboration among remote team members using virtual tools.
• Conduct performance reviews and identify training needs for team development.
• Analyze support metrics to identify trends, risks, and opportunities for process improvement.
• Ensure adherence to company policies and procedures across the remote team.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Strong leadership, coaching, and performance management skills.
• Excellent communication, interpersonal, and problem‑solving abilities.
• Proven experience in developing and implementing customer service strategies.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience in the technology or service industry is advantageous.
• Must be able to work a Hybrid schedule in Pretoria, Gauteng.
• Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Proven leadership and people management skills, with a track record of motivating and developing teams.
• Excellent communication, interpersonal, and conflict‑resolution skills for virtual interactions.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems, customer support software, and remote collaboration tools.
• Ability to analyze data and identify trends to drive improvements.
• Proficiency in Microsoft Office Suite.
• Strategic thinking and problem‑solving capabilities.
• Bachelor’s degree in a relevant field is preferred.
• Minimum of 3 years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity.
• Proven experience managing and leading remote teams effectively.
• Strong understanding of customer service principles, metrics, and best practices.
• Excellent communication, coaching, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to analyze data, identify trends, and implement data‑driven improvements.
• Strong problem‑solving and decision‑making abilities.
• A proactive and results‑oriented leadership style.
• Bachelor’s degree in Business Administration, Management, or a related field, or equivalent work experience.
• Must be legally authorized to work remotely within South Africa.
• Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing and motivating remote teams.
• Excellent leadership, coaching, and interpersonal skills.
• Strong understanding of customer support best practices, metrics, and tools.
• Exceptional problem‑solving and analytical abilities.
• Outstanding written and verbal communication skills.
• Ability to develop and implement effective support strategies.
• Experience with SaaS products and a strong technical aptitude.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Demonstrated ability to thrive in a fully remote, fast‑paced work environment.
• Minimum of 3-5 years of experience in customer support, with at least 1-2 years in a team lead or supervisory role.
• Proven experience in managing and motivating remote teams.
• Excellent understanding of customer service principles and best practices in an online retail environment.
• Strong problem‑solving, conflict resolution, and decision‑making skills.
• Exceptional written and verbal communication skills in English.
• Proficiency in using customer service software, CRM systems, and other relevant tools.

Benefits

• Attractive annual salary with performance‑based incentives.
• Comprehensive health insurance coverage.
• Opportunities for career advancement and leadership development.
• A dynamic and collaborative team environment.
• Contribution to a company that prioritizes customer satisfaction.
• Access to continuous training and skill development programs.
• Company‑sponsored events and team‑building activities.
• Competitive salary with performance‑based incentives.
• Fully remote work arrangement offering maximum flexibility.
• Opportunities for professional development and leadership growth in a remote context.
• Access to cutting‑edge remote work technologies.
• Regular virtual team‑building activities to foster connection.
• Contribution towards home office setup expenses.
• Be part of a progressive, globally distributed organization.
• Highly competitive annual salary.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Significant opportunities for career growth and leadership development.
• Fully remote work arrangement with flexible scheduling options.
• Company‑provided equipment and home office stipend.
• Access to leadership training and professional development programs.
• Annual performance bonuses and potential for equity.
• Robust retirement savings plan with employer match.
• Regular virtual team‑building activities and social events.
• An annual salary of R, paid to you remotely.
• Full remote work arrangement with no office requirement.
• Comprehensive health and wellness benefits package.
• Generous annual leave and paid public holidays.
• Opportunities for remote professional development and virtual training.
• Access to modern remote work tools and collaboration platforms.
• Flexible working hours within defined core collaboration periods.
• Company‑provided equipment (laptop, etc.).
• Retirement savings plan.
• Employee Assistance Program (EAP).
• An annually salary of R, paid to you remotely.