Lead Customer Support Team - Hybrid, Bonus Potential

Placements24; East London; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Hybrid work model

Medical, dental, and vision insurance

Paid time off

Leadership bonus

Career development

Job summary

Placements24 is seeking an experienced and dynamic Support Team Lead to guide its customer support operations in East London. You will manage a team of support specialists, ensure delivery of high-quality service, and drive team performance to achieve operational excellence within the Eastern Cape region.

This leadership role requires collaborating with management to implement strategies that enhance customer satisfaction, streamline support processes, and foster a positive, growth-oriented

Qualifications

• 5+ years in customer support or helpdesk, with at least 2 years in leadership.
• Proven ability to lead, motivate, and develop a team.
• Strong understanding of customer service best practices.
• Excellent problem-solving and conflict-resolution skills.
• Experience with CRM software and helpdesk ticketing systems.

Responsibilities

• Lead and mentor a team of customer support professionals.
• Oversee daily operations and meet SLAs.
• Handle escalated customer issues requiring resolution.
• Develop and implement training programs for the team.
• Monitor performance metrics and conduct reviews.
• Collaborate with other departments to improve customer experience.

Skills

Team leadership

Customer service

CRM software

SLA management

Performance coaching

Conflict resolution

Tools

CRM platforms

Ticketing systems

Job description

Placements24 is seeking an experienced and dynamic Support Team Lead to guide its customer support operations in East London. You will manage a team of support specialists, ensure delivery of high-quality service, and drive team performance to achieve operational excellence within the Eastern Cape region.

This leadership role requires collaborating with management to implement strategies that enhance customer satisfaction, streamline support processes, and foster a positive, growth-oriented