Senior Customer Support Team Lead - Sandton

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

About the Role

Our client is seeking a dynamic and experienced Senior Customer Support Team Lead to manage their customer support operations in Sandton , Gauteng. This leadership role requires a seasoned professional who can motivate a team, optimize support processes, and ensure the delivery of exceptional customer service. The position is based in Sandton , with a hybrid work model that balances office presence with remote flexibility. The ideal candidate will have a proven track record in team management, a deep understanding of customer support best practices, and the ability to drive performance improvements. This is a challenging and rewarding opportunity for a leader passionate about customer success and team development.

Key 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).

Requirements

• Significant experience in a customer support role, with a substantial portion in a leadership or team lead capacity.
• Proven ability to manage, motivate, and develop a customer support team.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in customer support software and CRM systems.
• Ability to analyze data and make informed decisions.
• Experience working within a hybrid work environment, commuting to Sandton as required.
• Strategic thinking and the ability to drive process improvements.
• A strong commitment to achieving team and organizational goals.
• Bachelor's degree in Business Administration or a related field is preferred.

Benefits

• Attractive annual salary commensurate with experience.
• Hybrid work arrangement providing flexibility.
• Comprehensive medical aid and other benefits.
• Significant opportunities for career advancement and leadership development.
• Engaging and collaborative work environment in Sandton .
• Access to ongoing training and professional development.
• Performance-based bonuses and incentives.
• Contribute to shaping customer experience strategies.
• Company-sponsored wellness initiatives.