Senior Customer Support Lead Hybrid, Leadership & Growth

Placements24; Sandton; Hybrid; ZAR 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Medical & dental coverage

Retirement fund

Hybrid work model

Leadership training

Zusammenfassung

Placements24 in Sandton, South Africa, is seeking a Senior Customer Support Lead to own and mentor a growing support team in a hybrid work model. You will set service levels, optimize workflows, and drive excellence in every customer interaction.

Lead by example, analyze support metrics, collaborate with product and engineering, and spearhead staff hiring and onboarding to enhance retention, satisfaction, and loyalty across the client base.

Qualifikationen

• 5+ years in customer support or related field.
• At least 2 years in a team lead role.
• Strong leadership and people management skills.
• Experience with CRM and helpdesk software.
• Hybrid or fast-paced office environment experience.

Aufgaben

• Lead, manage, and mentor a team of customer support representatives, providing guidance and performance feedback.
• Oversee daily support operations, ensuring efficient ticket management, response times, and resolution rates.
• Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
• Analyze support metrics and identify trends to drive operational improvements and training needs.
• Collaborate with other departments (e.g., product, engineering) to advocate for customer needs and resolve escalated issues.
• Contribute to the development and maintenance of support documentation, knowledge bases, and training materials.
• Ensure adherence to company policies, procedures, and service level agreements.
• Champion customer-centric initiatives and foster a culture of exceptional service within the team.
• Participate in hiring and onboarding new support staff.
• Manage workload distribution and ensure adequate staffing levels for optimal support coverage.

Kenntnisse

Leadership

People management

Customer support

Data analysis

Communication

Ausbildung

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Helpdesk software

Reporting tools

Jobbeschreibung

Placements24 in Sandton, South Africa, is seeking a Senior Customer Support Lead to own and mentor a growing support team in a hybrid work model. You will set service levels, optimize workflows, and drive excellence in every customer interaction.

Lead by example, analyze support metrics, collaborate with product and engineering, and spearhead staff hiring and onboarding to enhance retention, satisfaction, and loyalty across the client base.