Service Delivery Leadership Role

2 days ago


Cape Town, Western Cape, South Africa Lead Generation Group Full time
About This Opportunity

We are seeking a highly skilled Service Delivery Leadership professional to join our team. As the Client Support Operations Lead, you will be responsible for leading our customer support team in delivering exceptional service and driving business growth.

The ideal candidate should have strong leadership, communication, and problem-solving skills to drive team performance and resolve issues efficiently.

Key Responsibilities
  • Team Leadership and Development: Guide, train, and motivate support representatives to meet and exceed service KPIs.

  • Customer Inquiry Resolution: Oversee timely handling of questions, complaints, and escalations, ensuring high-quality outcomes and customer satisfaction.

  • Process Improvement: Refine support workflows, implement best practices, and leverage new tools to boost efficiency and service delivery.

  • Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to enhance the overall customer journey and drive growth opportunities.

Requirements
  • 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.



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