Hybrid Customer Support Team Lead: Grow & Elevate the Team

Placements24; Pretoria; Hybrid; ZAR 480,000 - 700,000; Full time

Job summary

Placements24 is seeking an experienced Customer Support Team Lead in Pretoria, Gauteng. This hybrid role combines in-person collaboration with remote flexibility to guide a high-performing support team and to drive continuous improvement in the customer experience within a fintech environment.

You will mentor and develop team members, set performance goals, monitor SLAs, and partner with other departments to ensure seamless service across all touchpoints.

Qualifications

• 5+ years in customer service with 2+ years in team leadership.
• Proven people management and mentoring skills.
• Strong communication and conflict resolution abilities.
• Experience with CRM systems and customer support software.
• Ability to analyze data and identify trends.
• Bachelor's degree preferred.

Responsibilities

• Lead, mentor, and develop a customer support team.
• Set goals, review performance, and give feedback.
• Monitor SLAs and improve service levels.
• Handle escalated issues with timely resolutions.
• Develop training to improve product knowledge.
• Collaborate with other departments to ensure a seamless experience.
• Manage schedules, workload, and resources.
• Maintain knowledge of products and policies.
• Contribute to support strategies and best practices.

Skills

Leadership

People management

Customer service management

Communication

Data analysis

Hybrid work

MS Office

Education

Bachelor's degree

Tools

CRM systems

Customer support software

Data analytics tools

Job description

Placements24 is seeking an experienced Customer Support Team Lead in Pretoria, Gauteng. This hybrid role combines in-person collaboration with remote flexibility to guide a high-performing support team and to drive continuous improvement in the customer experience within a fintech environment.

You will mentor and develop team members, set performance goals, monitor SLAs, and partner with other departments to ensure seamless service across all touchpoints.