Senior Customer Support Leader - Hybrid, Impact & Growth

Placements24; Sandton; Hybrid; ZAR 650,000 - 850,000; Full time

Benefits offered by this job

Hybrid work arrangement

Comprehensive medical aid

Career advancement opportunities

Leadership development programs

Wellness initiatives

Job summary

Placements24 in Sandton, Gauteng, is seeking a dynamic Senior Customer Support Team Lead to direct our client’s support operations. This hybrid role combines leadership, process optimization, and a passion for customer success.

You will coach a team of agents, monitor metrics, drive training, handle escalations, and collaborate across departments to improve service delivery. A strong background in customer service principles and CRM tools is essential, with a degree preferred.

Qualifications

• Significant leadership experience in customer support.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives.
• Oversee daily operations of the customer support department.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Identify training needs and coordinate relevant development programs for the team.
• Handle escalated customer issues and complex problem-solving scenarios.
• Analyze support metrics and identify trends to improve service delivery.
• Collaborate with other departments to align support efforts with business goals.
• Contribute to the development and refinement of support policies and procedures.
• Ensure adherence to quality standards and service level agreements (SLAs).

Skills

Team leadership

Customer service leadership

Data analysis

Communication

Process improvement

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Job description

Placements24 in Sandton, Gauteng, is seeking a dynamic Senior Customer Support Team Lead to direct our client’s support operations. This hybrid role combines leadership, process optimization, and a passion for customer success.

You will coach a team of agents, monitor metrics, drive training, handle escalations, and collaborate across departments to improve service delivery. A strong background in customer service principles and CRM tools is essential, with a degree preferred.