Customer Support Lead

Job Description

We are looking for an experienced Customer Support Lead to oversee our support team in Cape Town. The ideal candidate will have a proven track record in managing customer support operations, enhancing customer satisfaction, and leading by example.

Responsibilities

• Manage customer support inquiries through various channels.
• Define and track key performance indicators (KPIs) for the support team.
• Plan and execute customer support initiatives to drive satisfaction.
• Report on customer feedback and suggest actionable improvements.
• Ensure compliance with industry standards and protocols.
• Develop strategies to enhance customer loyalty and retention.
• Maintain and update the support knowledge base and resources.

Requirements

Education

• Bachelor's degree in Communication or related field
• Postgraduate qualifications are beneficial.

Experience

• Minimum 5 years in customer support, including leadership experience.

Technical Skills

• Support Ticketing Systems
• Knowledge Management Systems

Soft Skills

• Empathy
• Conflict Resolution

Certifications

• Certified Customer Experience Professional

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Bilingual in English and Afrikaans: Ability to communicate effectively in both languages.
• Experience with customer feedback systems: Proficient in gathering and utilizing customer feedback.

Benefits

• Comprehensive health insurance
• Work-from-home flexibility
• Support for further education and training
• Annual salary reviews

Company Culture

• Inclusivity: We value diverse backgrounds and experiences, fostering an inclusive environment.
• Work-Life Balance: We strive to maintain a healthy work-life balance for all employees.
• Recognition and Rewards: We recognize and reward outstanding achievements within our team.