Customer Support Team Leader

We are looking for a motivated and results-driven Customer Support Team Leader to lead a team of up to 10 Customer Support Agents.

• Manage daily team performance and ensure KPIs and service targets are achieved.
• Coach, motivate and support agents to improve performance.
• Monitor customer interactions and ensure quality and compliance standards are maintained.
• Track productivity, ticket volumes, response times and customer satisfaction.
• Handle escalations and assist agents with complex customer queries.
• Conduct coaching, training and performance reviews.
• Identify underperformance and implement improvement plans.
• Provide regular team performance reports to management.

• Customer support/contact centre experience.
• Previous Team Leader or supervisory experience.
• Experience with KPIs, QA and SLAs.
• Experience with CRM/ticketing systems such as Zendesk, Hub Spot or Salesforce.
• Strong leadership and coaching skills.

• Excellent communication and customer service skills.
• Strong problem-solving and organisational abilities.
• Target-driven, proactive and resilient.
• Able to work effectively under pressure.
• Strong leadership and people-management skills.

Team size: Up to 10 agents.

If you're a positive, customer-focused leader who enjoys developing people and delivering results
, we'd love to hear from you!