Hybrid Senior Customer Support Leader with Strategy

Placements24; Sandton; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive salary

Health, dental, and vision insurance

Performance bonuses

Generous annual leave

Pension fund contribution

Company laptop and mobile phone

Job summary

Placements24 is seeking a seasoned Senior Customer Support Lead in Sandton, Gauteng, for a hybrid leadership role. You will guide a support team, shape policies, monitor KPIs, and drive service excellence while working cross-functionally to resolve complex issues.

The ideal candidate has senior management experience, strong CRM knowledge, and a strategic mindset for process improvements. This role emphasizes coaching, data-driven decisions, and customer-centric outcomes in a dynamic environment.

Qualifications

• Proven experience in a senior customer support or management role.
• Demonstrated leadership and team management skills.
• In-depth knowledge of customer service best practices and CRM systems.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to analyze data and implement strategic improvements.
• Strong understanding of hybrid work dynamics and collaboration.

Responsibilities

• Lead, manage, and mentor a team of customer support professionals.
• Develop and implement customer support strategies and policies.
• Oversee daily support operations, ensuring efficiency and effectiveness.
• Monitor KPIs and SLAs.
• Analyze support data to identify trends and implement improvements.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with other departments to resolve customer-related problems.
• Train and onboard new support team members.
• Contribute to knowledge base articles and support documentation.
• Foster a customer-centric culture within the team.

Skills

Leadership

Team management

Strategic thinking

CRM systems

Data analysis

Communication

Problem solving

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

Placements24 is seeking a seasoned Senior Customer Support Lead in Sandton, Gauteng, for a hybrid leadership role. You will guide a support team, shape policies, monitor KPIs, and drive service excellence while working cross-functionally to resolve complex issues.

The ideal candidate has senior management experience, strong CRM knowledge, and a strategic mindset for process improvements. This role emphasizes coaching, data-driven decisions, and customer-centric outcomes in a dynamic environment.