Customer Support Team Leader
Outsource-X South Africa · Le Cap
Job description
About the role
We are seeking a motivated and results‑driven Customer Support Team Leader to manage a team of up to 10 agents. You will be responsible for driving performance, ensuring service targets are met, and fostering a high‑quality customer experience.
Key responsibilities
- Manage daily team performance and achieve KPIs and service targets.
- Coach, motivate and support agents to improve performance.
- Monitor customer interactions to maintain quality and compliance standards.
- Track productivity, ticket volumes, response times and customer satisfaction.
- Handle escalations and assist agents with complex queries.
- Conduct coaching, training and performance reviews.
- Identify underperformance and implement improvement plans.
- Provide regular team performance reports to management.
Required profile
- Customer support or contact‑centre experience.
- Previous team‑leader or supervisory experience.
- Experience with KPIs, QA and SLAs.
- Experience with CRM/ticketing systems such as Zendesk, HubSpot or Salesforce.
Required skills
- Zendesk
- HubSpot
- Salesforce
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Published 2 hours ago
Expires 1 month from now
1 views · 0 interested
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Outsource-X South Africa
Le Cap
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