Senior Customer Support Lead

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

About the Role

Our client is seeking a seasoned and dynamic Senior Customer Support Lead to spearhead their support initiatives in Sandton, Gauteng. This hybrid role requires a blend of on-site leadership and remote collaboration, offering a strategic position within the organization. You will be responsible for overseeing the customer support team, ensuring exceptional service delivery, and driving continuous improvement in support operations. The ideal candidate possesses strong leadership capabilities, extensive experience in customer service management, and a strategic mindset for problem-solving. We are looking for individuals who can mentor and develop a high-performing team, optimize support processes, and champion customer satisfaction. This role is critical in maintaining and enhancing our client's reputation for outstanding customer care. You will have the opportunity to shape the future of customer support within a growing company that values innovation and employee development. The position demands a proactive approach to identifying and resolving complex issues, as well as fostering a positive and productive team environment.

Key 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 key performance indicators (KPIs) and service level agreements (SLAs).
• Analyze support data to identify trends and implement process 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 the development of knowledge base articles and support documentation.
• Foster a customer-centric culture within the support team.

Requirements

• 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.
• Bachelor's degree in Business Administration or a related field preferred.
• Strong understanding of technical support principles (if applicable to the client's products/services).
• Ability to work effectively in a hybrid environment.
• Proven track record of improving customer satisfaction metrics.Strategic thinker with a hands-on approach.

Benefits

• Highly competitive salary.
• Hybrid work arrangement.
• Comprehensive health, dental, and vision insurance.
• Performance bonuses.
• Generous annual leave and paid holidays.
• Opportunities for leadership development and career advancement.
• Pension fund contribution.
• Company-provided laptop and mobile phone.
• Regular team leadership meetings.
• Dynamic and challenging work environment.