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Customer Support Leadership Position

1 week ago

Cape Town, Western Cape, South Africa Lead Generation Group Full time

At Lead Generation Group, we're seeking a skilled Customer Support Leadership Position to lead our support team and drive exceptional service delivery. As a key member of our team, you'll be responsible for ensuring timely resolution of customer inquiries and escalations, optimizing support processes, and implementing best practices.

The ideal candidate will have a strong understanding of US consumer behavior, customer service expectations, and regulatory requirements. They will also possess excellent leadership, communication, and problem-solving skills, as well as experience with CRM/ticketing systems.

  • Leads and mentors the support team to meet KPIs and service goals.

  • Ensures timely resolution of customer inquiries and escalations.

  • Optimizes support processes and implements best practices.

  • Uses data analytics to improve service quality and efficiency.

  • Ensures compliance with US consumer protection laws (FTC, TCPA, ADA, etc.).

  • Collaborates with cross-functional teams to enhance customer experience.

Key qualifications include:

  • Bachelor's degree in Business, IT, or a related field preferred.

  • 3+ years of experience in support or customer service management.

  • Strong leadership, communication, and problem-solving skills.

  • Experience with CRM/ticketing systems (Zendesk, Salesforce, etc.).

  • Knowledge of US customer service standards, data privacy laws (CCPA), and time zone management.