Senior Customer Support Lead - Sandton

Placements24; Sandton; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Medical & dental coverage

Retirement fund

Hybrid work model

Leadership training

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

People management

Customer support

Data analysis

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Helpdesk software

Reporting tools

Job description

About the Role

Our client, a rapidly expanding tech company, is seeking an experienced and dynamic Senior Customer Support Lead to manage and mentor their support team in Sandton, Gauteng . This hybrid role requires a strategic thinker who can oversee daily operations, drive process improvements, and ensure the highest standards of customer service. You will play a pivotal role in shaping the customer support experience, leading by example, and fostering a culture of excellence within the team. If you have a proven track record in customer support leadership and a passion for delivering outstanding client satisfaction, this is an excellent opportunity to grow your career.

Key Responsibilities

• 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.

Requirements

• A minimum of 5 years of experience in customer support or a related field, with at least 2 years in a team lead or supervisory role.
• Proven leadership and people management skills, with the ability to motivate and develop a team.
• Strong understanding of customer support best practices, workflows, and technologies.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Experience with CRM systems, helpdesk software, and reporting tools.
• Ability to analyze data and translate insights into actionable strategies.
• Experience working in a hybrid or fast-paced office environment.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• Demonstrated ability to manage multiple priorities and drive results in a dynamic setting.
• Passion for customer service and a commitment to delivering exceptional experiences.

Benefits

• Our client offers a highly competitive salary, along with performance-based incentives and potential bonuses.
• Employees enjoy comprehensive medical and dental coverage, a generous retirement fund, and significant annual leave.
• This role offers a hybrid work model, balancing office collaboration with remote flexibility.
• Continuous professional development is a priority, with access to leadership training and industry conferences.
• Join a progressive company with a strong culture of innovation and employee empowerment.
• Career advancement opportunities within the organization are abundant.