Senior Customer Support & Success Leader

Placements24; Sandton; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive annual salary

Health and wellness benefits

Professional development opportunities

Hybrid work model

Pension fund contribution

Performance-based bonuses

Employee assistance program

Job summary

Placements24 is seeking a Senior Customer Support Specialist in Sandton, Gauteng, to deliver first-class technical and customer support via phone, email, and chat. You will diagnose complex issues, document resolutions, and mentor junior teammates in a hybrid work environment.

The role requires 3–5 years in tech support, strong communication, and CRM proficiency (Salesforce/Zendesk). You will help build a knowledge base and drive SLA performance while improving customer satisfaction.

Qualifications

• 3–5 years in a customer support or helpdesk role within technology.
• Proven ability to troubleshoot technical issues and resolve complex inquiries.
• Excellent communication and interpersonal skills with active listening.
• Experience mentoring junior staff is an advantage.
• Familiarity with ITIL practices is desirable.
• Proficiency with Salesforce or Zendesk preferred.

Responsibilities

• Provide first-class technical and customer support via phone, email, and chat.
• Diagnose and resolve complex issues, escalate when needed.
• Document interactions and resolutions in the CRM system.
• Develop and maintain a knowledge base of products and services.
• Train and mentor junior support representatives.
• Identify trends and suggest improvements to products and processes.
• Ensure SLAs are met or exceeded and engage proactively with customers.

Skills

Customer service

Troubleshooting

Communication

Team mentoring

Active listening

ITIL familiarity

Tools

Salesforce

Zendesk

Job description

Placements24 is seeking a Senior Customer Support Specialist in Sandton, Gauteng, to deliver first-class technical and customer support via phone, email, and chat. You will diagnose complex issues, document resolutions, and mentor junior teammates in a hybrid work environment.

The role requires 3–5 years in tech support, strong communication, and CRM proficiency (Salesforce/Zendesk). You will help build a knowledge base and drive SLA performance while improving customer satisfaction.