Support Team Lead

Our client is seeking an experienced and motivated Support Team Lead to guide their customer support team in Kimberley . This leadership role involves overseeing daily operations, coaching team members, and ensuring the delivery of exceptional customer service. You will be instrumental in fostering a high-performing, collaborative environment while driving process improvements. The hybrid nature of this role allows for essential team synergy and in-person leadership in our Kimberley office, balanced with remote flexibility for operational efficiency, contributing to a positive and productive team culture.

• Lead, mentor, and motivate a team of customer support representatives.
• Monitor team performance, set goals, and conduct regular performance reviews.
• Manage the escalation of complex customer issues and ensure timely resolution.
• Develop and implement training programs to enhance team skills and knowledge.
• Analyze support metrics and identify areas for process improvement and efficiency gains.

• Proven experience in a customer support or helpdesk leadership role.
• Strong understanding of customer service best practices and performance metrics.
• Excellent coaching, communication, and interpersonal skills.
• Ability to manage team dynamics and resolve conflicts effectively.
• Experience with CRM and support ticketing systems, working in a hybrid model in Kimberley .

• Competitive salary with leadership bonus opportunities.
• Comprehensive health, dental, and vision benefits.
• Opportunities for professional development and leadership training.
• Paid time off and retirement savings plan.
• A dynamic hybrid work environment fostering teamwork and growth.