Customer Support Lead - Randburg

Our client is seeking an experienced and dynamic Customer Support Lead to guide their support team in Randburg, Gauteng . This leadership role is responsible for overseeing daily support operations, mentoring team members, and ensuring the delivery of exceptional customer service. You will play a critical role in developing and implementing support strategies, improving processes, and enhancing overall customer satisfaction. The ideal candidate possesses strong leadership qualities, in-depth knowledge of customer service best practices, and a proven ability to manage and motivate a team.

This is an exciting opportunity to take on more responsibility and shape the future of customer support within a growing company. You will work in a collaborative environment that values innovation and employee growth. Join us in Randburg, Gauteng and lead our team to new heights of customer service excellence.

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily support operations, ensuring efficient ticket management and resolution.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor key performance indicators (KPIs) for the support team and report on progress.
• Handle escalated customer issues and complex inquiries.
• Collaborate with other departments to resolve cross-functional customer issues.
• Contribute to the creation and maintenance of support documentation and knowledge base.
• Identify training needs for the team and facilitate relevant development opportunities.
• Ensure adherence to company policies and service level agreements (SLAs).
• Drive continuous improvement initiatives within the customer support function.

• Minimum of 5 years of experience in customer support, with at least 2 years in a lead or supervisory role.
• Demonstrated experience in team leadership and performance management.
• In-depth knowledge of customer support best practices and technologies (e.g., CRM, ticketing systems).
• Excellent problem-solving, decision-making, and communication skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Strong understanding of customer service metrics and reporting.
• Experience in conflict resolution and de-escalation techniques.
• Remote work capability is essential, supporting the Randburg, Gauteng team.
• Bachelor's degree in Business Administration or a related field is preferred.

• Competitive salary and leadership bonus potential.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off and holidays.
• Professional development and leadership training opportunities.
• Remote work flexibility.
• Dynamic and supportive team environment.