Customer Support Team Lead

Our client, a rapidly expanding e-commerce platform, is seeking a dynamic and experienced Customer Support Team Lead to manage and mentor their customer service operations in Durban, Kwa Zulu-Natal
. This pivotal role requires a leader with a proven track record in customer service management, operational efficiency, and team development. You will be responsible for overseeing the day-to-day activities of the support team, ensuring service excellence and driving performance improvements. This is an on-site position, offering the opportunity to foster strong team cohesion and direct collaboration within our client's Durban headquarters.

The successful candidate will play a key role in shaping the customer support strategy and upholding the company's reputation for outstanding service.

• Lead, coach, and motivate a team of customer support representatives to achieve individual and team goals.
• Monitor team performance, analyze key metrics, and implement strategies for continuous improvement.
• Handle escalated customer issues and complaints, ensuring swift and satisfactory resolutions.
• Develop and implement training programs for new and existing team members.
• Oversee the scheduling and resource allocation for the customer support team.
• Collaborate with other department heads to streamline customer service processes.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Ensure adherence to company policies, procedures, and service level agreements.
• Contribute to the strategic planning and development of the customer support function.

• Minimum of 6 years of experience in customer service, with at least 3 years in a supervisory or leadership role.
• Demonstrated experience in managing and developing customer support teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in customer service software and reporting tools.
• Ability to analyze data and make informed decisions to improve service quality.
• Experience in the e-commerce sector is a significant advantage.
• Located in or willing to relocate to Durban, Kwa Zulu-Natal
  .
• A relevant tertiary qualification is preferred.

• Attractive annual salary of Rand.
• Opportunity to lead a dedicated and high-performing team.
• Be part of a growing and dynamic company with a strong market presence.
• Comprehensive medical aid and retirement fund benefits.
• On-site work environment fostering team collaboration.
• Generous leave allowance.
• Employee discounts on company products.
• Continuous training and development opportunities.