Hybrid Customer Support Team Lead - Shape the CX

Placements24; Stellenbosch; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Medical aid

Life insurance

Provident fund

Generous annual leave

Opportunities for professional develop

Access to cutting-edge tools and tech

Job summary

Placements24, a Stellenbosch-based tech startup, is seeking a Customer Support Team Lead. This hybrid role combines in-office leadership with remote work, overseeing the customer support function and guiding a team to deliver high service standards.

The ideal candidate has 3–5 years in customer support with leadership experience, strong CRM/ticketing knowledge, and excellent communication skills. You will drive performance, develop processes, and mentor staff to enhance the customer journey.

Qualifications

• 3–5 years in customer support with 1–2 years in a supervisory role.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong knowledge of CRM and ticketing technologies.
• Excellent problem-solving, analytical and decision-making skills.
• Exceptional communication and presentation abilities.
• Ability to work hybrid schedule with in-office Stellenbosch meetings.
• Experience developing support processes and strategies.
• Proficiency in data analysis and reporting.
• Degree in Business Admin, Communications or related field preferred.
• Commitment to outstanding customer service.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives.
• Manage daily workflow, scheduling, task assignment, and performance monitoring.
• Develop and implement strategies to enhance customer satisfaction.
• Analyze feedback and metrics to identify improvements.
• Ensure adherence to SLAs and company policies.
• Handle escalated issues and provide resolutions.
• Collaborate with Sales and Product for seamless journeys.
• Conduct regular performance reviews and provide feedback.
• Contribute to knowledge bases and support documentation.
• Champion a customer-centric culture within the team and organisation.

Skills

Team leadership

Customer service management

Analytical thinking

Problem solving

Excellent communication

Education

Bachelor's degree in Business Administration or Communications

Tools

CRM systems

Ticketing systems

Job description

Placements24, a Stellenbosch-based tech startup, is seeking a Customer Support Team Lead. This hybrid role combines in-office leadership with remote work, overseeing the customer support function and guiding a team to deliver high service standards.

The ideal candidate has 3–5 years in customer support with leadership experience, strong CRM/ticketing knowledge, and excellent communication skills. You will drive performance, develop processes, and mentor staff to enhance the customer journey.