Lead Customer Support Specialist

Placements24; Cape Town; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Career advancement

Job summary

Placements24 in Cape Town is seeking a Lead Customer Support Specialist to lead a growing team, set performance standards, and drive excellence in service delivery.

You will resolve escalated inquiries, coach agents, monitor metrics, and continuously improve processes to maintain our reputation for outstanding customer care and loyalty.

Qualifications

• Minimum 4 years of experience in customer support, with at least 1 year in a team lead or supervisory role.
• Proven experience in resolving complex customer issues and de-escalating challenging situations.
• Excellent communication, active listening, and interpersonal skills.
• Strong leadership and team management abilities.

Responsibilities

• Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performing work environment.
• Handle escalated customer inquiries and complex issues that require in-depth problem-solving.
• Develop and implement efficient customer support processes and workflows.
• Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Provide regular feedback and coaching to support agents to enhance their skills and performance.
• Ensure adherence to company policies and procedures in all customer interactions.
• Identify trends in customer inquiries and feedback, providing insights to other departments for product and service improvements.
• Contribute to the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
• Stay updated on product knowledge and industry best practices in customer support.
• Serve as a point of escalation for critical customer issues, ensuring timely and effective resolution.

Skills

Leadership

Customer service

Problem solving

Communication

Coaching

Time management

Education

Bachelor's degree

High School Diploma

Tools

Zendesk

Freshdesk

Job description

About the Role

Our client, a fast-paced e-commerce company known for its exceptional customer service, is looking for a dedicated and experienced Lead Customer Support Specialist to join their team in Cape Town, Western Cape, ZA . This role involves leading a team of support agents, resolving complex customer inquiries, and ensuring the highest levels of customer satisfaction. You will be responsible for setting performance standards, providing training and coaching, and continuously improving support processes. The ideal candidate has a strong background in customer service, excellent problem-solving skills, and demonstrated leadership abilities. You will play a crucial role in maintaining our reputation for outstanding customer care and contributing to customer loyalty and retention. This is a fantastic opportunity to step into a leadership position and make a real difference in customer experience.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performing work environment.
• Handle escalated customer inquiries and complex issues that require in-depth problem-solving.
• Develop and implement efficient customer support processes and workflows.
• Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Provide regular feedback and coaching to support agents to enhance their skills and performance.
• Ensure adherence to company policies and procedures in all customer interactions.
• Identify trends in customer inquiries and feedback, providing insights to other departments for product and service improvements.
• Contribute to the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
• Stay updated on product knowledge and industry best practices in customer support.
• Serve as a point of escalation for critical customer issues, ensuring timely and effective resolution.

Requirements

• A High School Diploma or equivalent; a Bachelor's degree in a related field is a plus.
• Minimum of 4 years of experience in customer support, with at least 1 year in a team lead or supervisory role.
• Proven experience in resolving complex customer issues and de-escalating challenging situations.
• Excellent communication, active listening, and interpersonal skills.
• Strong leadership and team management abilities.
• Proficiency in using customer support software and ticketing systems (e.g., Zendesk, Freshdesk).
• Solid understanding of customer service principles and best practices.
• Ability to multitask, prioritize, and manage time effectively.
• Detail-oriented with strong analytical and problem-solving skills.
• A customer-centric mindset with a passion for delivering exceptional service.

Benefits

Our client offers a competitive salary, reflective of your experience and leadership capabilities. You will be part of a dynamic and growing e-commerce business in the vibrant city of Cape Town, Western Cape, ZA . We provide comprehensive training and development programs to support your career growth. Enjoy a collaborative and supportive team atmosphere. Benefits include medical aid contributions, a provident fund, and opportunities for advancement within the company. Join us and be a leader in delivering outstanding customer experiences.