Customer Service Success Lead

SUMMARY:
Our client in the telecommunications industry is currently looking for a Customer Service Lead, in Waverley, Johannesburg.

POSITION INFO:

• Lead and mentor the support team to achieve high performance and professional growth. 
• Develop and enhance self-service tools to empower customers and reduce support dependency. 
• Improve first-contact resolution rates, enabling faster, more efficient issue handling. 
• Achieve high customer satisfaction and loyalty through responsive and quality support. 
• Utilize data-driven insights to refine strategies, optimize support performance, and identify growth opportunities. 
• Cultivate a culture of continuous improvement within the support team. 
• Monitor and Maintain customer Services and support SLA levels to clients Manage client support Ticketing System and Call Systems – Freshdesk & 3CX
• Implementing training and development programs to elevate the skills and effectiveness of our customer support staff. 
• To provide mentorship and leadership to the support team, guiding them through the challenges and successes of their roles. 
• To assist with and facilitate clear and open communication between support tiers, infrastructure teams, and development departments during support escalations. 
• Reporting and Feedback on service support levels to HOD.

• Minimum of 3 years SaaS management experience.
• Matric with a relevant Degree/A+ N+ Certifications. 
• Experience in SQL or HTML would be advantageous.
• Good customer support experience.
• Ability to lead a team of Support technicians.