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(Fluent English) Customer Support Team Lead

2 months ago

Cape Town, South Africa SupportYourApp Full time

Passionate about the world of tech?

What if you had a chance to be a part of the world’s leading SaaS, Software, or Hardware solutions?

Join our Customer Support Consultant team today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.

Excited? Let’s see what it takes 💛

What you will do:

- Monitor ticket volume and ensure SLA compliance, guiding agents on prioritizing and managing tickets in real time
- Balance ticket assignments, reassign tasks to prevent overload, and ensure an even workload distribution
- Continuously track response times and quality, providing real-time feedback and live coaching for improvement
- Take ownership of escalated or urgent tickets, resolving them promptly to maintain customer satisfaction
- Manage agent schedules, breaks, and sick leaves to maintain optimal team availability and coverage
- Identify and escalate technical or process-related issues affecting team efficiency or customer experience
- Regularly review and optimize backlogs, addressing unresolved tickets and redistributing tasks as necessary
- Conduct monthly 1:1 meetings to support agent well-being, recognize achievements, and address challenges
- Plan for high-volume periods, adjust workflows, and reallocate resources during unexpected surges

What you need to succeed in this role:

- Excellent English skills (C1-C2 for both spoken and written)
- Minimum of 2 years in customer support
- Proven managerial experience
- Analytical and research skills
- Demonstrated ability to understand and empathize with customers’ needs and concerns.
- Positive, responsible and proactive attitude
- Comfortable working in a fast-paced, ever-changing environment
- Strong ability to quickly learn and work with multiple software tools and platforms
- Proven capability to handle a high volume of customer inquiries and multitask without sacrificing quality
- Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Will be a great plus:

- Experience in travel industry
- Experience with CRM systems

Benefits and Perks:

- Flexible schedule
- Opportunity to work fully remotely
- Inclusive international environment
- Compensation in USD
- Good bonuses for referring friends
- Paid intensive training and probation
- Work-life balance
- Responsive management interested in your growth and long-lasting cooperation
- Greenhouse conditions for self-development

Who we are:

SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe.

We work with clients from over 30 countries and speak over 60 languages.

Since 2010, we’ve become an industry leader in premium outsourced customer support and turned global with 7 hubs around the world.

We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.

We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English, pointing out your outstanding skills

Visit our website: www.supportyourapp.com

DISCLAIMER

We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.