Support Team Lead

Placements24; East London; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Hybrid work model

Medical, dental, and vision insurance

Paid time off

Leadership bonus

Career development

Job summary

Placements24 is seeking an experienced and dynamic Support Team Lead to guide its customer support operations in East London. You will manage a team of support specialists, ensure delivery of high-quality service, and drive team performance to achieve operational excellence within the Eastern Cape region.

This leadership role requires collaborating with management to implement strategies that enhance customer satisfaction, streamline support processes, and foster a positive, growth-oriented

Qualifications

• 5+ years in customer support or helpdesk, with at least 2 years in leadership.
• Proven ability to lead, motivate, and develop a team.
• Strong understanding of customer service best practices.
• Excellent problem-solving and conflict-resolution skills.
• Experience with CRM software and helpdesk ticketing systems.

Responsibilities

• Lead and mentor a team of customer support professionals.
• Oversee daily operations and meet SLAs.
• Handle escalated customer issues requiring resolution.
• Develop and implement training programs for the team.
• Monitor performance metrics and conduct reviews.
• Collaborate with other departments to improve customer experience.

Skills

Team leadership

Customer service

CRM software

SLA management

Performance coaching

Conflict resolution

Tools

CRM platforms

Ticketing systems

Job description

About the Role

Our client is seeking an experienced and dynamic Support Team Lead to guide their customer support operations in East London . You will be responsible for managing a team of support specialists, ensuring the delivery of high-quality customer service, and driving team performance. This leadership role is crucial for maintaining operational excellence and fostering a positive team culture within the Eastern Cape region. You will work closely with management to implement strategies that enhance customer satisfaction and streamline support processes, operating within a collaborative and growth-oriented framework.

Key Responsibilities

• Lead, mentor, and manage a team of customer support professionals, fostering a high-performance culture.
• Oversee daily operations, ensuring service level agreements (SLAs) are met and exceeded.
• Handle escalated customer issues that require advanced intervention and problem-solving.
• Develop and implement training programs for the support team to enhance skills and product knowledge.
• Monitor team performance metrics, provide regular feedback, and conduct performance reviews.
• Collaborate with other departments to improve overall customer experience and product offerings.

Requirements

• Minimum of 5 years of experience in a customer support or helpdesk environment, with at least 2 years in a leadership or supervisory role.
• Proven ability to lead, motivate, and develop a team.
• Strong understanding of customer service best practices and support strategies.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Experience with CRM software and helpdesk ticketing systems.

Benefits

• Competitive annual salary with leadership bonus potential.
• Hybrid work model providing flexibility.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for leadership development and career advancement.