Support Team Lead

About the Role

Our client is seeking an experienced and dynamic Support Team Lead to guide their customer support operations in East London . You will be responsible for managing a team of support specialists, ensuring the delivery of high-quality customer service, and driving team performance. This leadership role is crucial for maintaining operational excellence and fostering a positive team culture within the Eastern Cape region. You will work closely with management to implement strategies that enhance customer satisfaction and streamline support processes, operating within a collaborative and growth-oriented framework.

Key Responsibilities

• Lead, mentor, and manage a team of customer support professionals, fostering a high-performance culture.
• Oversee daily operations, ensuring service level agreements (SLAs) are met and exceeded.
• Handle escalated customer issues that require advanced intervention and problem-solving.
• Develop and implement training programs for the support team to enhance skills and product knowledge.
• Monitor team performance metrics, provide regular feedback, and conduct performance reviews.
• Collaborate with other departments to improve overall customer experience and product offerings.

Requirements

• Minimum of 5 years of experience in a customer support or helpdesk environment, with at least 2 years in a leadership or supervisory role.
• Proven ability to lead, motivate, and develop a team.
• Strong understanding of customer service best practices and support strategies.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Experience with CRM software and helpdesk ticketing systems.

Benefits

• Competitive annual salary with leadership bonus potential.
• Hybrid work model providing flexibility.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for leadership development and career advancement.

#J-18808-Ljbffr