Senior Customer Support & Analytics Lead (Hybrid)

Klipboard; Johannesburg; Hybrid; ZAR 480,000 - 600,000; Full time

Benefits offered by this job

Hybrid work model

Medical, dental, and vision insurance

Leadership development

Career progression

Dynamic team culture

Competitive salary & bonuses

Job summary

Klipboard is seeking a Senior Customer Support Analyst in Sandton for a hybrid role that blends in-office collaboration with remote work. You will resolve complex customer issues and mentor junior staff, driving improvements in our support operations.

The role requires extensive customer support experience, leadership abilities, and strong CRM and analytical skills. You will work closely with product and engineering to deliver exceptional customer outcomes.

Qualifications

• Extensive experience in a Customer Support role, with senior or lead capacity.
• Strong troubleshooting methodologies and CRM knowledge.
• Excellent written and verbal communication skills.
• Proven leadership and mentoring ability.
• Hybrid work experience (on-site and remote) preferred.

Responsibilities

• Handle advanced customer inquiries and resolve complex technical issues.
• Mentor and train junior support staff.
• Analyze support trends and identify process improvements.
• Develop and maintain knowledge base articles and docs.
• Collaborate with product and engineering teams on escalations.
• Contribute to new support strategies and tools.

Skills

Customer support

Leadership

Mentoring

Troubleshooting

CRM systems

Analytical thinking

Communication

Tools

CRM systems

Job description

Klipboard is seeking a Senior Customer Support Analyst in Sandton for a hybrid role that blends in-office collaboration with remote work. You will resolve complex customer issues and mentor junior staff, driving improvements in our support operations.

The role requires extensive customer support experience, leadership abilities, and strong CRM and analytical skills. You will work closely with product and engineering to deliver exceptional customer outcomes.