Hybrid Senior Customer Support Lead — Mentorship & Strategy

Placements24; Polokwane; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid time off

Professional development

Career growth

Job summary

WhatJobs Direct is seeking a Senior Customer Support Specialist to join a hybrid team in Polokwane, Limpopo, ZA. You will provide expert-level support, mentor junior staff, and collaborate across product and sales to enhance customer experiences.

The role requires deep product knowledge, strong problem-solving, and leadership to drive service improvements while maintaining SLAs in a dynamic support environment.

Qualifications

• Senior/lead level experience in customer support or helpdesk.
• Deep knowledge of company products and services.
• Excellent problem-solving and analytical skills.
• Strong leadership and mentoring abilities.
• Excellent communication and conflict-resolution skills.
• Proficient with CRM systems and support tools.
• Ability to manage multiple priorities under pressure.
• Bachelor's degree or equivalent practical experience.
• Experience in a hybrid work environment.

Responsibilities

• Provide advanced support for complex and escalated issues.
• Mentor and train junior representatives.
• Develop and update knowledge base articles and FAQs.
• Collaborate with product and sales teams to address needs.
• Monitor SLA adherence and key support metrics.
• Contribute to new support strategies and initiatives.
• Participate in quality assurance reviews of interactions.
• Identify trends from feedback to drive service improvements.

Skills

Customer support

Helpdesk

Leadership

Mentoring

CRM software

SLA management

Education

Bachelor's degree

Job description

WhatJobs Direct is seeking a Senior Customer Support Specialist to join a hybrid team in Polokwane, Limpopo, ZA. You will provide expert-level support, mentor junior staff, and collaborate across product and sales to enhance customer experiences.

The role requires deep product knowledge, strong problem-solving, and leadership to drive service improvements while maintaining SLAs in a dynamic support environment.