Customer Support Team Lead

About the Role

Our client, a dynamic tech startup based in **Stellenbosch, Western Cape**, is looking for an experienced and proactive Customer Support Team Lead. This hybrid role requires a leader who can inspire a team, manage daily operations, and contribute to the strategic direction of customer service. You will be responsible for overseeing the customer support function, ensuring that high standards of service are maintained while fostering a positive and productive team environment. The ideal candidate will have a proven track record in customer service management, excellent leadership qualities, and a deep understanding of customer support technologies. This position offers a unique opportunity to shape the customer experience for a growing company, blending remote work with essential in-office collaboration in the heart of the **Western Cape**. We are looking for someone who can drive performance and uphold our client's commitment to customer satisfaction.

Key Responsibilities

• Lead, coach, and mentor a team of customer support representatives.
• Manage daily workflow, including scheduling, task assignment, and performance monitoring.
• Develop and implement customer support strategies to enhance customer satisfaction and loyalty.
• Analyze customer feedback and support metrics to identify areas for improvement.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Handle escalated customer issues and provide resolutions.
• Collaborate with other departments (e.g., Sales, Product) to ensure a seamless customer journey.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Contribute to the development and maintenance of support documentation and knowledge bases.
• Champion a customer-centric culture within the support team and the wider organization.

Requirements

• Minimum 3-5 years of experience in customer support, with at least 1-2 years in a leadership or supervisory role.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong understanding of customer support best practices and technologies (CRM, ticketing systems).
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to work effectively in a hybrid model, commuting to the **Stellenbosch, Western Cape** office as required for team meetings, training, and operational needs.
• Experience in developing and implementing support processes and strategies.
• Proficiency in data analysis and reporting.
• A degree in Business Administration, Communications, or a related field is preferred.
• Demonstrated commitment to delivering outstanding customer service.

Benefits

Our client provides a competitive salary commensurate with experience, along with a comprehensive benefits package.

• Medical aid
• Life insurance
• Provident fund
• Generous annual leave
• Opportunities for professional development
• Access to cutting-edge tools and technologies

The hybrid work arrangement offers a good balance between remote work autonomy and in-office team synergy. You will be part of a vibrant and innovative company culture, with regular team events and a supportive management structure. This is a significant opportunity to make a tangible impact in a growing company based in the picturesque **Stellenbosch** region.

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