Senior Customer Support Leader | Strategy, Growth & Loyalty

Placements24; George; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Annual leave

Professional development

Provident fund

Relocation assistance

Job summary

Placements24 is seeking a highly accomplished Customer Support Manager to lead its operations in George, Western Cape. This senior role focuses on shaping and executing a customer service strategy that delivers exceptional support across channels.

You will build, manage, and mentor high-performing teams, oversee daily operations, and implement best practices to improve satisfaction and loyalty in the South African market.

Qualifications

• Minimum 5 years of experience in customer support management or a similar leadership role.
• Proven track record of building and leading high-performing customer support teams.
• Strong understanding of customer service principles, strategies, and technologies.
• Experience with CRM systems and helpdesk software.
• Proven ability to analyze data, identify trends, and implement data-driven solutions.

Responsibilities

• Lead, manage, and mentor the customer support team, fostering a positive and productive work environment.
• Develop and implement customer support policies, procedures, and service standards.
• Oversee daily operations of the customer support department, ensuring efficient handling of inquiries and issues.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction scores, and implement improvement strategies.
• Analyze customer feedback and data to identify areas for improvement and proativ e solutions.
• Manage the customer support budget and allocate resources effectively.
• Collaborate with Sales, Marketing, and Product Development to ensure a seamless customer experience.
• Serve as a point of escalation for complex customer issues and ensure timely resolution.
• Stay abreast of industry trends and best practices in customer service management.
• Drive initiatives to enhance customer loyalty and retention through superior support.

Skills

Leadership

CRM systems

Helpdesk software

Data analysis

Communication

Education

Bachelor's degree in Business Administration/Marketing or related

Tools

CRM software

Job description

Placements24 is seeking a highly accomplished Customer Support Manager to lead its operations in George, Western Cape. This senior role focuses on shaping and executing a customer service strategy that delivers exceptional support across channels.

You will build, manage, and mentor high-performing teams, oversee daily operations, and implement best practices to improve satisfaction and loyalty in the South African market.