Customer Support Team Leader - Finance

About the role

The Customer Support Team Leader – Finance will oversee a team of representatives handling account and billing enquiries. You will ensure fast, accurate resolutions while maintaining a high level of customer satisfaction.

Key responsibilities

• Lead, motivate and develop a team of customer support agents.
• Monitor performance against KPIs and conduct regular coaching, reviews and quality checks.
• Manage workforce planning, scheduling, attendance and leave administration.
• Oversee resolution of complex billing, invoice, payment allocation and account‑related issues.
• Ensure compliance with billing policies, service level agreements and company standards.
• Identify recurring issues, propose corrective actions and drive process improvements.
• Analyse service data, prepare performance reports and present findings to management.
• Collaborate with Finance, Operations and Customer Experience teams.

Required profile

• Matric/Grade 12; post‑matric qualification in Finance, Accounting, Business Administration or related field is advantageous.
• 2‑4 years of experience in a customer service or call‑centre environment.
• Previous experience supervising a support team.
• Strong understanding of billing processes, account reconciliation and customer account management.
• Willingness to work shifts, including weekends and public holidays.

Required skills