Support Agent Team Leader

Tower Group South Africa (PTY) Ltd; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer support solutions provider in Cape Town seeks a Support Agent Team Leader to manage the support team, ensuring high-quality service and operational efficiency. The role involves coaching team members, tracking performance metrics, and collaborating across departments to improve customer satisfaction. Candidates should have strong leadership skills, experience in customer support, and a relevant educational background.

Qualifications

• 2–4 years of leadership experience in a customer support or contact center environment.
• Strong analytical skills for data analysis and reporting.
• Excellent conflict resolution and communication skills.

Responsibilities

• Supervise and coach support agents to achieve performance goals.
• Ensure quality responses to customer queries via various channels.
• Track KPIs and generate reports for management review.
• Identify and recommend process improvements based on data.
• Conduct onboarding and training to enhance team skills.
• Manage escalated customer issues for timely resolution.
• Collaborate with other departments to address customer concerns.

Skills

Leadership in customer support

Analytical and reporting skills

Communication skills

Experience with CRM systems

Data-driven mindset

Education

Diploma or Degree in Business Administration

Certification in Customer Experience

Tools

Excel

Google Sheets

Power BI

Tableau

Job description

Overview

Role Purpose:

The Support Agent Team Leader oversees the day-to-day performance of the support team, ensuring exceptional customer service, efficient query resolution, and data-driven improvement of service delivery standards across operations.

Key Responsibilities

• Team Leadership: Supervise, coach, and motivate support agents to achieve individual and team performance goals.
• Customer Experience: Ensure consistent, high-quality responses to customer queries via phone, email, and live chat.
• Data Analysis & Reporting: Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports.
• Process Optimization: Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements.
• Training & Development: Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills.
• Escalation Management: Handle complex or high-priority customer issues and ensure timely resolution.
• Cross-Department Collaboration: Partner with operations, logistics, and finance teams to address recurring customer issues using data insights.

Key Performance Indicators (KPIs)

• Average response and resolution time
• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Ticket backlog and closure rates
• Agent productivity and adherence scores
• Data accuracy and reporting timeliness

Skills & Competencies

• Proven leadership in a customer support or contact center environment (2–4 years)
• Strong analytical and reporting skills (Excel, Google Sheets, or BI tools such as Power BI / Tableau)
• Excellent communication and conflict resolution skills
• Experience with CRM or ticketing systems (e.g.Cue)
• Data-driven mindset with a continuous improvement focus

Qualifications

• Diploma or Degree in Business Administration, Operations, or related field
• Certification in Customer Experience or Data Analytics is advantageous