Senior Customer Support Team Lead

Our client is seeking a motivated and experienced Senior Customer Support Team Lead to manage and motivate a high-performing customer service team. This on-site role in Bloemfontein, Free State, ZA, is crucial for ensuring exceptional customer satisfaction and efficient resolution of customer inquiries and issues. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a commitment to fostering a positive team environment.

Responsibilities: Lead, train, coach, and mentor a team of customer support representatives to ensure high levels of performance and customer satisfaction. Monitor team performance metrics, such as response times, resolution rates, and customer feedback scores, and implement strategies for improvement. Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution. Develop and update customer support policies, procedures, and knowledge base articles. Conduct regular team meetings to communicate updates, share best practices, and address challenges. Collaborate with other departments (e.g., Sales, Product Development) to provide customer feedback and identify areas for service enhancement. Ensure adherence to service level agreements (SLAs) and quality standards. Recruit, onboard, and develop new team members. Manage schedules, workload distribution, and performance reviews for the team. Act as a point of contact for complex customer inquiries and provide expert guidance to the team. Contribute to the continuous improvement of customer support processes and tools. Foster a positive and supportive team culture that emphasizes customer-centricity and teamwork. Qualifications: High school diploma or equivalent; a Bachelor's degree in Business Administration or a related field is a plus. Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role. Proven track record of successfully leading and motivating a customer support team. Excellent communication, interpersonal, and problem-solving skills. Strong understanding of customer service principles and best practices. Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems. Ability to handle difficult customer situations with empathy and professionalism. Strong organizational and time management skills. Ability to work effectively in a fast-paced, on-site environment. Commitment to providing an outstanding customer experience. Join a customer-focused organization and play a key role in driving customer loyalty and satisfaction. This position is based in Bloemfontein, Free State, ZA.