About the Role
Our client is seeking an experienced and motivated Support Team Lead to guide their customer support team in Kimberley . This leadership role involves overseeing daily operations, coaching team members, and ensuring the delivery of exceptional customer service. You will be instrumental in fostering a high-performing, collaborative environment while driving process improvements. The hybrid nature of this role allows for essential team synergy and in-person leadership in our Kimberley office, balanced with remote flexibility for operational efficiency, contributing to a positive and productive team culture.
Key Responsibilities
- Lead, mentor, and motivate a team of customer support representatives.
- Monitor team performance, set goals, and conduct regular performance reviews.
- Manage the escalation of complex customer issues and ensure timely resolution.
- Develop and implement training programs to enhance team skills and knowledge.
- Analyze support metrics and identify areas for process improvement and efficiency gains.
Requirements
- Proven experience in a customer support or helpdesk leadership role.
- Strong understanding of customer service best practices and performance metrics.
- Excellent coaching, communication, and interpersonal skills.
- Ability to manage team dynamics and resolve conflicts effectively.
- Experience with CRM and support ticketing systems, working in a hybrid model in Kimberley .
Benefits
- Competitive salary with leadership bonus opportunities.
- Comprehensive health, dental, and vision benefits.
- Opportunities for professional development and leadership training.
- Paid time off and retirement savings plan.
- A dynamic hybrid work environment fostering teamwork and growth.
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Support Team Lead in Kimberley employer: Placements24
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