Hybrid Customer Support Team Lead: Lead & Elevate Service

Placements24; Johannesburg; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund

Generous annual leave

Professional development

Hybrid work environment

Employee discounts

Modern Johannesburg office

Remote work equipment provided

Job summary

Placements24 is seeking an experienced Customer Support Team Lead to oversee our Johannesburg-based support operations in a hybrid role. You will lead, train and motivate a team of representatives to deliver consistently high service levels and customer satisfaction.

Ideal candidates bring 2+ years in a supervisory customer support role, strong leadership and a passion for resolving issues efficiently. You will partner with product and sales, manage SLAs, and drive process improvements in a

Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years in a customer support role with team leadership responsibilities.
• Strong leadership, coaching and people-management skills.
• Deep understanding of customer service principles and best practices.
• Experience with customer support software and ticketing systems (e.g., Zendesk, Salesforce).
• Excellent problem-solving, communication and interpersonal skills.

Responsibilities

• Lead, mentor and coach a team of customer support representatives to deliver exceptional service.
• Set performance goals and monitor progress against targets.
• Handle escalated issues with timely resolutions and high customer satisfaction.
• Develop and implement support processes to improve efficiency and service quality.
• Train new team members on tools, procedures and product knowledge.
• Analyze feedback and metrics to identify trends and areas for improvement.
• Collaborate with product and sales to advocate for customer needs.

Skills

Leadership

Coaching

Team management

Customer service

Data analysis

Education

Bachelor's degree in Business Administration/Communications or related field

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking an experienced Customer Support Team Lead to oversee our Johannesburg-based support operations in a hybrid role. You will lead, train and motivate a team of representatives to deliver consistently high service levels and customer satisfaction.

Ideal candidates bring 2+ years in a supervisory customer support role, strong leadership and a passion for resolving issues efficiently. You will partner with product and sales, manage SLAs, and drive process improvements in a