Customer Support Team Lead

4 weeks ago

Cape Town, Western Cape, South Africa YesPlay Full time
Job Title: Team Leader

YesPlay is undergoing a transformation process in our customer support team, driven by the company's significant growth. We are seeking a strong, determined, and well-organised Team Leader to elevate our support processes and the customer support team as a whole.

Key Responsibilities:
  • Analyse gaps and understand possible improvements in our support to customers.
  • Assist in refining the strategy for support at YesPlay, including a clear vision for our customer support department, contextual help, and omni-channel support.
  • Collaborate with the department head on the direction and strategy for our growing customer support team, defining key output metrics for support and input metrics that drive them.
  • Help the team make a lasting impact on our customer's experience with YesPlay.
  • Lead and grow the support team to reach their fullest potential of becoming driven and high-performing individuals.
  • Work alongside the department head with cross-functional teams, all focused on a common mission to provide an excellent and seamless customer experience.
Requirements:
  • Strong and consistent leadership skills with the ability to manage customer support KPIs daily, weekly, monthly, and yearly.
  • Capable of handling the implementation and driving of KPIs within a growing team and individually.
  • +3 years of experience in leading and managing a support team of over 10 people.
  • Ability to lead change and healthy customer support habits by setting direction with an employee-centric vision.
  • Have a successful track record for managing growing teams, finding the right balance between performance, wellbeing, and development individually and as a team.
  • Must be passionate about leading people and supporting each member of the team to achieve their full potential.
  • Familiar with Zendesk or similar customer support tool(s).
  • Must be meticulous and good analytical skills (particularly good with Excel).
  • Be a critical and analytical thinker with a strong focus on operational excellence within the customer support team.
  • Consistent management of team and ability to use data and metrics, both qualitative and quantitative.

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