Senior Customer Support Lead (Hybrid)

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary package

Training & development opportunities

Career progression

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a dynamic team in Bloemfontein, Free State. The role focuses on delivering advanced technical and non-technical support to customers via phone, email, and live chat, while mentoring junior staff and driving service improvements.

Ideal candidates have 3-5 years of experience in customer service, strong communication skills, and proficiency with Zendesk and Salesforce Service Cloud. A hybrid work model in Bloemfontein is offered.

Qualifications

• 3-5 years of experience in customer service or helpdesk roles with a track record of handling complex issues.
• Exceptional written and verbal communication; ability to explain technical concepts clearly.
• Mentoring or leading junior team members is highly desirable.

Responsibilities

• Provide advanced technical and non-technical support via phone, email, and live chat.
• Investigate and troubleshoot complex customer problems and identify root causes.
• Document all interactions and resolutions in the CRM system.
• Develop and maintain knowledge base articles and support documentation.
• Mentor and train junior customer support representatives.

Skills

Customer service

Problem solving

Mentoring

Communication

Analytics

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a Senior Customer Support Specialist to join a dynamic team in Bloemfontein, Free State. The role focuses on delivering advanced technical and non-technical support to customers via phone, email, and live chat, while mentoring junior staff and driving service improvements.

Ideal candidates have 3-5 years of experience in customer service, strong communication skills, and proficiency with Zendesk and Salesforce Service Cloud. A hybrid work model in Bloemfontein is offered.