About the Role

Our client is looking for an experienced and motivated Customer Support Lead to guide their support team in Kimberley . This leadership role involves overseeing daily operations, mentoring support agents, and ensuring the highest standards of customer service are met. You will play a key part in resolving escalated customer issues, identifying trends, and implementing process improvements to enhance efficiency and customer satisfaction. The ideal candidate has a proven track record in customer support leadership and a passion for developing high-performing teams within the Northern Cape, contributing to exceptional client experiences.

Key Responsibilities

- Lead, mentor, and manage a team of customer support representatives.
- Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.
- Handle escalated customer inquiries and complex issue resolution.
- Monitor team performance metrics and provide regular feedback and coaching.




- Develop and implement strategies to improve customer satisfaction and retention.
- Collaborate with other departments to enhance the overall customer experience.

Requirements

- 3+ years of experience in a customer support role, with at least 1 year in a team lead or supervisory capacity.
- Demonstrated ability to lead and motivate a team.
- Strong understanding of customer service principles and best practices.
- Experience with helpdesk software and CRM systems.
- Excellent problem-solving and conflict-resolution skills.
- Ability to work effectively in a hybrid setting from our Kimberley office.

Benefits

- Competitive salary and leadership bonus opportunities.
- Comprehensive health and wellness perks.
- Paid time off and professional development opportunities.
- A supportive leadership team and collaborative culture in Kimberley .
- Opportunities to shape customer support strategies.

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📌 Customer Support Lead (Kimberley)
🏢 Placements24
📍 Kimberley